Fortune 250 Energy and Utility

AI Automation Cuts Call Transcription Time 50%

Industry

Energy and Utilities

Challenge

Manual call summarization, a lack of transcription capabilities, and high call volume created costly inefficiencies and slow documentation.

Results

The AI solution reduced call documentation time by 50%, saving 20% per call and lowering average handle time by up to 20%.

Technologies That Powered the Transformation

OpenAI, Azure Webapp, Azure Functions, ConvergeOne, Azure Communication Services

50% Reduction in Documentation Time

By automating transcription and summarization, agents no longer need to manually write call summaries. This significantly reduces average handle time and allows agents to transition between calls more efficiently.

Overview

A Fortune 250 energy and utility company partnered with rSTAR to modernize its call center operations and reduce the burden on customer service agents. Agents were previously required to listen, respond, and summarize calls manually, often under time pressure and without transcription support. rSTAR introduced an AI powered Agent Assist solution that transcribes calls in real time and generates structured summaries, enabling faster, more accurate documentation and paving the way for deeper call analytics and service improvements.

Business Problem & Stakes

Call Summarization Slowed Down Agents: Agents had to listen, take notes, and summarize each call, increasing the risk of errors or incomplete documentation.
No Built In Transcription Capabilities: IVR lacked transcription, preventing automated summaries or call analysis and limiting visibility into agent performance.
High Call Volume Across Divisions: The utility received 60,000 to 80,000 monthly calls enterprise wide, and managing this volume manually was expensive.

rSTAR Solution

Real Time Transcription and Summarization: Created a real time call transcription and summary solution that captured key details.
Custom UI for Seamless Agent Experience: A user friendly interface was built to display live transcriptions and enable quick summary generation.
Scalable Architecture for Enterprise Deployment: Scalable AI solution easily handled high call volume and lays the groundwork for quality scoring, coaching, and sentiment analysis.

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