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Digitalisation & Automation Opportunity Discovery
Uncover Automation-Ready Conversations at Scale. Accelerate digital transformation by identifying call types that can be automated, deflected, or digitized.
Transform Customer Interactions with AI-Powered Insight
AutoInsights’ Automation Opportunity module analyzes 100% of customer conversations to determine which interactions could be handled by IVR, chatbots, knowledge base articles, or self-service portals.
Instead of guessing what to automate, you now have a data-driven roadmap built from your own calls. The system surfaces patterns, ranks opportunity volume, and highlights effort vs impact to drive ROI-focused decisions.
- Identify repetitive, transactional queries automatically
- Detect high agent effort with low customer emotion interactions
- Spot missed opportunities for deflection to existing channels
How It Works?
Automation Opportunity Discovery Process
Our AI analyzes conversation patterns to identify automation opportunities with the highest ROI potential.
Case Study
Contact Center Wants to Reduce Call Volumes but Doesn’t Know Where to Start.
The Problem
A utilities provider was under pressure to reduce inbound call volumes and shift to digital channels. While executives were committed to automation, they lacked insight into which call types were most suitable for deflection or self-service.
- Existing reports were too high-level
- Sample-based QA couldn’t scale
- No data-driven prioritization
- Unclear ROI for automation projects
The Solution
AutoInsights processed 3 months of call data and applied a dedicated prompt—“Automation Suitability Assessment”—to each transcript.
The system flagged calls with characteristics such as:
- Repetitive, transactional queries
- High agent effort but low customer emotion
- Missed opportunities for deflection
- Agent repeating the same process multiple times
Call Subcategories Analyzed
0
Calls/Month Flagged for Automation
500
High-Volume Subcategories Identified
0
Measurable Results & ROI
Monthly Call Volume Reduction
Comulative Savings Over 6 Months
No Data Found
Outcome (First 6 Months)
Call Volume Reduction
3,600 calls/month shifted to self-service channels
Cost Savings
Annual savings of $216,000
Efficiency Gains
Average handle time (AHT) dropped by 40 seconds
Resource Optimization
Redeployment of 4 FTEs to high-value tasks
Annual Savings
$
10000
3,600 calls/month × $5/call × 12 months
Why It Matters
Data-Driven Discovery
Replace assumptions with evidence-backed recommendations for automation
Fast Time-to-Value
First report generated within 2 weeks—no workflow change needed
Scales Across Verticals
Tailored for contact centers in telco, utilities, insurance, banking, and government
Supports Automation Design
Use output directly to inform IVR, bot, and portal redesign
Build Your Intelligent Automation Roadmap
Start where it matters most—your actual customer calls. Whether you’re redesigning self-service, piloting voice bots, or optimizing IVR, AutoInsights provides clarity and confidence on where to focus first.