Initial Situation
A large portion of customer interaction between the bank’s Relationship Managers (RMs) and their clients occurs via phone to maintain a personal, high-touch experience. However, manual post-call tasks such as writing summaries, ensuring regulatory compliance, and accessing relevant data proved time-consuming and inefficient. Additionally, the lack of automated insights during conversations limited the ability to analyze sentiment and identify trends in real time.
Our Contribution
- Delivered an advanced transcription and summarization solution using vector8’s AudioTranscription and Summary Insights Accelerators
- Transcribed client conversations in multiple languages and generated accurate meeting summaries with highlights of key and sensitive topics
- Enabled sentiment analysis to extract emotional tone and improve understanding of client interactions
- Provided trend analysis and visual reporting tools to identify recurring themes and actionable patterns
- Integrated contextual metadata (e.g., number of participants, client names) to improve transcription accuracy
- Implemented asynchronous API access and full integration with WebEx to support seamless workflow integration
- Deployed the solution on-premise via Docker to ensure full compliance with the bank’s data security and infrastructure standards
Value Delivered
- Significantly reduced administrative workload for Relationship Managers by automating transcription and summarization tasks
- Improved regulatory compliance through accurate, structured meeting documentation
- Enabled better responsiveness through faster access to relevant client insights
- Enhanced client experience by equipping RMs with real-time, sentiment-based feedback and interaction summaries
- Laid the groundwork for scalable expansion of conversational intelligence within the organization
