Specialist business process outsourcing firm Target Group has enhanced its customer experience platform with a new AI-driven AutoSummary feature, designed to streamline contact centre operations and improve service quality.

The latest update to its contact centre solution integrates advanced machine learning capabilities to automatically summarise every interaction between Target’s agents and customers, whether over voice or digital channels.

By eliminating the need for manual note-taking, the company claims agents can concentrate more fully on addressing customer issues in real-time, leading to faster resolution times and a more consistent experience.

The AutoSummary tool is now live on NICE CXone, the cloud-native platform that underpins Target’s multichannel contact infrastructure. The platform handles communications across voice, chat, email, social media and self-service, helping Target in its goal to offer a seamless and scalable service proposition to clients who outsource their customer engagement operations.

According to the company, the AI functionality reduces the administrative burden on contact centre agents while improving access to accurate and timely records of past conversations, enabling faster follow-ups and more informed service.

Melanie Spencer (pictured), sales and growth lead at Target, said: “AutoSummary is a tremendous addition to our successful contact centre offering – leveraging AI to accurately summarise calls to deliver better outcomes across the board. While administrative tasks such as note-taking become a thing of the past for agents, customers experience greater satisfaction and benefit from higher service standards – either by resolving issues on the call or by generating greater customer intelligence to inform future interactions.

“With such a huge emphasis on good customer outcomes, it is great to be able to strengthen our contact centre solution and help our clients who outsource this critical service to drive new efficiencies, reduce costs and enhance their overall customer experience.”

The rollout comes as demand for AI-enabled customer service solutions continues to grow, with organisations increasingly seeking ways to improve operational efficiency without compromising service standards.