| ▲ | alooPotato 3 days ago |
| you want to be able to search over summaries so you need to generate them right away |
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| ▲ | deadbabe 3 days ago | parent | next [-] |
| Do you want to search summaries, or do you want to save millions of dollars per year? |
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| ▲ | tene80i 3 days ago | parent | next [-] | | Product teams analyse call summaries at scale to guide the roadmap to reduce future calls. It’s not just about case management. | |
| ▲ | morkalork 3 days ago | parent | prev [-] | | I can assure you that people care very much about searching and mining calls, especially for compliance and QA reasons. | | |
| ▲ | deadbabe 3 days ago | parent [-] | | What’s the ROI? | | |
| ▲ | Windchaser 7 hours ago | parent | next [-] | | What's the ROI on quickly identifying and fixing problems with your product? | |
| ▲ | morkalork 3 days ago | parent | prev [-] | | Transcription cost is a race to the bottom because there's so many vendors competing, same with embeddings. It's positive. Gets better every year. | | |
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| ▲ | krainboltgreene 3 days ago | parent | prev [-] |
| Pro-tip: You won't ever do that. |
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| ▲ | ch4s3 3 days ago | parent | next [-] | | I would imagine OP is probably mining service call summaries to find common service issues, or at least that's what I would do. | | |
| ▲ | krainboltgreene 3 days ago | parent [-] | | That's what everyone says they'll do and then it never gets touched again. | | |
| ▲ | ch4s3 3 days ago | parent [-] | | I guess you just know better than everyone, include the people who do look at user interactions. I know I've done it, so I must be no one. | | |
| ▲ | morkalork 3 days ago | parent [-] | | I guess I'm no one too because I've done plenty of call analyses too. | | |
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| ▲ | ninininino 3 days ago | parent | prev | next [-] | | Advanced organizations (think not startups, but companies that have had years of decades of profit in the public market) might have solved all the low-hanging fruit problems and have staff doing things like automated quality audits (search summaries for swearing, abusive language, etc). | | |
| ▲ | morkalork 3 days ago | parent | next [-] | | And you could save a bunch of money by replacing the staff that do that with LLMs! | |
| ▲ | krainboltgreene 3 days ago | parent | prev [-] | | I've worked at both. It is extremely rare that anyone ever does it. |
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| ▲ | alooPotato 3 days ago | parent | prev [-] | | we do |
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