When you work in a regulated industry like insurance, banking or healthcare, the smallest detail matters. Every customer call needs to be captured correctly, not just for good service, but for legal accuracy, audits, and internal handovers.
Yet, in many contact centres, this still depends on manual note-taking. Agents juggle long, complex conversations while trying to type everything up afterwards. This can lead to inconsistent call notes, missed details and compliance risks.
That’s where AI-powered call summaries can make a real difference. Let’s look at how Puzzel’s Live Summary can help your team improve both compliance and call quality, and see how other companies like Help Insurance have already succeeded.
The compliance challenge in contact centres
Regulated contact centres need every customer interaction recorded accurately. Not only for internal visibility, but to meet legal and audit requirements. Even small inconsistencies in call documentation can lead to misunderstandings, delays or compliance risks down the line.
The problem is: agents are under pressure to move quickly. They often handle back-to-back calls, leaving little time for detailed note-taking. It’s no surprise that summaries vary from person to person.
This was a daily challenge for Help Insurance, whose agents handle thousands of legal calls every month. Their notes varied in quality and detail, depending on who took the call and how much time they had before the next one.
Live Summary, part of the Puzzel Co-Pilot suite in Puzzel’s Contact Centre platform, is designed to solve this. It automatically generates editable, AI-created call summaries in real time, giving agents a ready-to-review draft within seconds.
What Live Summary does, and how it improves call documentation
Live Summary automatically creates a real-time summary of every call, so agents don’t have to write everything down themselves. As the conversation unfolds, AI captures the key details and generates a tailored, editable summary that aligns with your team’s compliance templates.
Here’s how it works:
- Generates summaries instantly: Agents click “Summarise” during or after a call to produce a structured recap.
- Ensures accuracy and consistency: Summaries follow your predefined templates, ensuring every call is documented to the same standard.
- Supports compliance: Data is processed through a secure, EU-based transcription engine and deleted immediately after use; no audio stored.
- Keeps agents in control: Every summary is editable, so humans remain accountable while the AI handles the heavy lifting.
At Help Insurance, this shift has transformed daily operations, enabling agents to wrap up calls faster while capturing richer, more detailed notes.
Key benefits of AI call summaries for compliance-focused teams
- Improved documentation quality
AI-generated summaries capture the key points, decisions and outcomes of every call, not just what the agent remembers. This makes it easier to maintain a clear audit trail and reduce errors in handovers. - Faster wrap-ups
Agents no longer spend minutes typing up detailed notes. Wrap-up time is reduced by up to 8×, helping teams handle more calls while maintaining compliance. - Reduced compliance risk
Standardised templates and structured outputs mean notes are always consistent and aligned to internal or industry guidelines. - Happier agents and smoother collaboration
With less admin and more accurate notes, teams can focus on meaningful work, and share information more easily across departments like legal or claims.
Real-world results: Inside Help Insurance’s transformation
We’ve already touched on how Help Insurance streamlined documentation with Live Summary. Here’s a closer look at their results.
Before introducing Live Summary, Help Insurance’s agents spent several minutes typing up notes after each call, and the quality varied. Legal calls were particularly challenging, often long, detailed and difficult for non-lawyers to document accurately.
Now, call summaries are created automatically in real time. Agents simply review and finalise the AI-generated notes, ensuring consistency and accuracy across every interaction.
Lawyers reviewing those summaries confirmed they contained more relevant detail and clearer context, all without adding admin for the service team.
As Håvard Sire, Head of Customer Services at Help Insurance, explains: “Legal calls are often long and complex, and it’s hard for non-lawyers to always capture what matters. Live Summary gives us richer, more accurate notes, and that improves both the customer experience and the lawyer’s preparation.”
How you can do the same with Puzzel’s Live Summary
If your contact centre handles regulated or documentation-heavy interactions, whether in insurance, finance, healthcare or utilities, here’s how you can get started:
- Identify your documentation pain points.
Look at where errors, inconsistencies or delays happen in your current call note process. - Define your templates.
Work with your compliance or legal team to set up standardised templates in Live Summary, tailored to each queue or case type. - Pilot with a small team.
Start with a department handling complex calls (claims, disputes, legal). Measure wrap-up time, note quality, and feedback from agents. - Review and refine.
Collect feedback from agents and compliance teams to fine-tune templates and ensure summaries capture the right level of detail. - Scale and integrate.
Once the process is smooth, connect Live Summary to your CRM or case management system via API to ensure notes are automatically logged in the right place.
Conclusion: Smarter call documentation with AI-powered summaries
Accurate call notes shouldn’t come at the expense of agent time or compliance confidence. With Live Summary, contact centres can create clear, consistent and compliant documentation, automatically.
For Help Insurance and many others, this has meant faster wrap-ups, fewer errors and stronger collaboration between teams.
As Håvard Sire, Head of Customer Services at Help Insurance, concludes:
“Our most important goal with Live Summary is the quality of call notes. Legal calls are often long and complex, and it’s hard for non-lawyers to always capture what matters. Live Summary gives us richer, more accurate notes, and that improves both the customer experience and the lawyer’s preparation.”
It’s proof that with the right AI support, compliance doesn’t have to slow you down, and every conversation can be documented with the care and accuracy it deserves.
Book a demo to see how Live Summary can help your team stay compliant, efficient and focused on what matters most: the customer.
