An agent working in a call center deals with a wide range of customer inquiries on a daily basis. Taking notes during calls, drafting actionable reports, whilst ensuring service continuity… all of this required meticulous attention to detail and a great deal of time.
DINA supports teams by automating the transcription and formatting of recorded exchanges:
- Accurate transcription of dialogues, with a clear distinction between speakers
- Automatic generation of a structured HTML file, easy to read and archive
- Option for the customer service representative to review or correct before sending or validation
- Easier tracking of inquiries, with full traceability of exchanges
- Simple integration into existing tools or as an attachment to user files
Observed benefits
- Time saved in drafting reports
- Fewer omissions or errors thanks to a complete transcription
- Improved responsiveness and traceability in inquiry follow-up
- Customer service representatives focused on listening and support, without the burden of note-taking
DINA uses an automatic speech recognition (ASR) engine coupled with a diarization module to automatically distinguish speakers in telephone or recorded exchanges. The content is delivered as a structured HTML file, with clear markup (timestamp, speakers, paragraphs) ready to be integrated into a CRM, an EDMS, or attached to a user file. A review interface allows the customer service representative to correct or complete the transcription if needed before validation. The process is secure, traceable, and compatible with existing application environments via API or export.