Boost your management skills: the role of GenAI in report analysis

Helping managers think holistically

Author: Simone Hutchinson, Technical Author, Inisoft

“Gen AI can be incredibly powerful if you can give managers insight across all areas of the organization. What we need to do is have more managers thinking holistically and thinking about integration.” — Bryan Hancock, Partner, McKinsey, Washington, DC.  [1]

When metrics drive strategic decisions in the contact centre, it’s essential that managers can access insights into operational activity data. Report Summarisation is a newly launched generative AI (GenAI) feature for Syntelate XA reports that helps managers understand the data that describes contact centre activity. Removing the effort from data analysis, Report Summarisation does the heavy lifting at the click of a button, freeing up managers to focus on decision making, quality control, and coaching.

Instant insights

Report Summarisation generates analytical commentary on the key trends and patterns in the data shown in dashboard reports. The commentary is presented as an executive summary and provides actionable insights that help managers make decisions on recurring issues and areas for improvement. As a result, managers are equipped to make an impact on the quality and results of their team’s customer service.

Four business benefits

As a result of streamlining the reporting process and reducing human error in the interpretation of data, Report Summarisation offers several significant business benefits. Here are four of the gains to expect:

1. Time-saving executive summaries: With just a click of a button on the Dashboard Desktop, contact centre managers generate comprehensive executive summaries of tabulated reports. Report Summarisation highlights trends and key metrics, significantly reducing the time and effort required of managers to analyse and report on data.
2. Improved decision-making: With trends, issues, and actionable insights provided at the click of a button, managers have more time to focus on other areas of the business, including making decisions to improve performance.
3. Enhanced customer experience: As managers optimise performance based on data-driven insights, the quality of the customer experience will improve.
4. Human in the loop: Report Summarisation generates text that managers copy to the clipboard for pasting into an exported report or other document. This gives managers an opportunity to edit the summary if they need to, ensuring that the GenAI output undergoes manual review and quality control. This reliability is crucial for maintaining high standards in reporting and analysis.

Real-world impact

Imagine a scenario where a contact centre manager is inundated with reports and data. Traditionally, sifting through this information to find actionable insights would be laborious. With Report Summarisation, this process is easier and faster. Instead of poring over a report to spot patterns and later write the commentary, which can take hours, the manager clicks a button to generate a summary of the report. They export the report to a spreadsheet, and copy the summary, using the copy-to-clipboard button. They can see the report data side-by-side with the analysis provided by the summary, which helps the manager quickly understand which steps should be be taken to address the issues and capitalise on the positive trends revealed by the report summary.

Report Summarisation enables managers to make data-driven decisions to enhance the performance and efficiency of the contact centre, while saving them significant amounts of time and effort that can be applied to other areas, such as coaching, quality control, and decision making.

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Sources

Bryan Hancock, Emily Field, Lucia Rahilly, ‘Managing in the era of gen AI’, 26 July 2024, McKinsey. Available at https://www.mckinsey.com/capabilities/people-and-organizational-performance/our-insights/managing-in-the-era-of-gen-ai, accessed 6 August 2024.

About the author

Simone Hutchinson is a technical author at Inisoft and a member of the Institute of Scientific and Technical Communication (ISTC). With expertise in editorial and production across digital and print publishing, Simone has an undergraduate BSc (Hons.) degree in multimedia design and technology from Brunel University, London, and MPhil and MLitt postgraduate degrees in English literature from the University of Glasgow, Scotland.