Developed an analytical solution using Snowflake to analyze call transcripts and identify common issues. Functions in Snowflake were used to summarize long transcripts combined with Gong’s AI.
Service and support teams dealt with high volumes of repeated service calls, consuming agent time. Agents lacked the data to address recurring issues effectively.
Using Snowflake and Gong, we summarized transcripts and provided insights to agents, helping them handle calls efficiently.
Agents handled calls more efficiently with predictive insights.
Better data-driven training based on summarized call data.
Set the foundation for potential reduction in repeated calls.