Let's be honest.
If you asked a bunch of contact centre agents what their least favorite part of the job is, somewhere between someone "yelling about her expired coupon" and "the fourth password reset in a row," you'll hear this:
"Writing call summaries."
Yep. That lovely task where you spend 5-10 minutes after the call typing something like:
"Customer called about an issue with invoice #34829. Reset invoice. Customer happy."
Except you're doing that 80 times a day.
And if you're in a high-volume environment? Good luck hitting your AHT targets while writing a novel after each call. So what happens?
- Wrap notes get sloppy.
- CRM entries are half-baked.
- The next agent's flying blind.
- And everyone's annoyed, especially the customer who has to retell the story again.
Enter: Autowrap. AKA "Let the robots handle it."
This is where AI comes in with its little digital cape.
Autowrap listens to the call in real-time (creepy, but helpful), pulls out the important bits:
- why the customer called
- what was done
- what's next
and writes it up automatically.
No more manual note-taking. No more CTRL+C / CTRL+V madness. No more guesswork for the next agent. Just clean, consistent, helpful call summaries.
Brought to you by Mplus' AI-Powered Platform
The best part? This isn't some bolt-on, science project-level AI. Mplus' agentic and conversational AI platform is built into our CcaaS (Contact Center as a Service) ecosystem. It's not just smart-it's built for speed, scalability, and saving your agents from keyboard-induced existential dread.
And if you're already tied into another vendor or platform, don't worry. We can plug Autowrap right into what you've got. No massive overhaul. No drama. Just a lightweight extension that plays nice with your current setup and makes everything a little better.
"Sounds cool. But does it actually do anything?"
Oh yes. Let's break it down:
Saves time: Imagine giving agents 10-20% of their day back. That's more time for coaching, better customer convos, or maybe, just maybe, a bathroom break that's not scheduled to the minute.
Cuts costs: Less handling time, fewer agents needed to do the same volume. You don't have to lay people off, just let attrition do its thing, and you're still ahead.
Boosts accuracy: AI doesn't forget to note that the customer wants a callback Tuesday. Or that this is their third time calling about the same thing. It's all there. Every time.
Makes agents less grumpy: They signed up to help people. Not to write reports like they're applying for a job at MI6.
"But we're not ready for AI…"
That's cool. You don't need to rip out your whole tech stack and start fresh.
Autowrap works with what you've got. Worst case? The AI drafts the summary, the agent gives it a 5-second glance, hits approve, and drops it in the CRM.
Boom. Done. Time saved. Accuracy improved. Coffee still warm.
TL;DR: Autowrap = less typing, more doing.
If you want to see what AI can do for your contact centre, don't start with something huge and scary.
Start here. Autowrap is the most boring part of the job and AI happens to be amazing at it. It's like having an intern who actually listens, doesn't quit, and never asks for a raise.
Want to test it on one team first? Smart move.
Let the AI take the notes.
Your agents have better things to do.
