Case Study: Global Health Company boosts customer support efficiency with Sphere Partners’ GenAI summarization solution

Global Health Company cuts call summarization time by 60% with Sphere Partners

A global health company faced a challenge with its customer agents spending excessive time manually summarizing calls within their CRM system, which reduced the time available for actual customer interactions. To address this, the Head of Global Customer Support reached out to Sphere Partners for a custom Generative AI solution focused on call summarization.

Sphere Partners implemented a tailored GenAI solution, beginning with a comprehensive workshop and proceeding through a detailed solution design and a proof of concept validation. The results were significant, including a 60% reduction in call summarization time, a 35% increase in summary accuracy, and a 25% improvement in customer satisfaction scores. This allowed agents to handle 40% more customer interactions daily and achieved a 20% reduction in operational costs for the client.