Telmore, a leading Danish telecom provider, serves customers across mobile, internet, and streaming services. With 80 customer service agents handling a high volume of inquiries every day, gaining insights into customer needs is key to delivering great service.
By investing in Puzzel’s Conversational Intelligence, Telmore has automated call tagging—saving time equivalent to 400 hours per month while improving call quality and creating more time for meaningful customer interactions.
Manual call tagging taking up valuable time
Telmore has always prioritised creating great customer experiences and maintaining high conversation quality, regardless of which agent handles the call.
To gain insights into customer needs, their agents categorised calls into topic groups, helping the team track trends, standardise responses, and improve knowledge sharing. But with 80 agents and a high daily volume of inquiries, doing this manually would take over 400 hours a month, time they didn’t have.
On top of that, some calls cover multiple topics, making it difficult for agents to accurately capture every detail. As a result, the manual process was not only time-consuming but also inconsistent. Telmore needed a smarter way to manage call categorisation—one that wouldn’t take time away from assisting customers.
The Solution: AI-driven call tagging
To optimise workflows and allow agents to focus on customer interactions, Telmore implemented Conversational Intelligence (formerly Capturi). The AI platform now automatically tags calls, eliminating the need for agents to do it manually.
This means that they can now spend time handling more customer calls and reduce pressure in busy call periods. Also, it allows the team to focus on improving call handling, minimising knowledge gaps, and improving retention.
As the company keeps growing and changing, it sets an example for others in the industry by showing how technology can greatly improve customer experience and service.
A smarter, more efficient customer experience
With AI-powered automation, Telmore is setting a new standard for customer service, proving that technology can enhance both efficiency and the customer experience.
By removing repetitive tasks, the company has given agents more time to focus on what truly matters: helping customers. Their success highlights how AI can be a game-changer in modern contact centres—improving workflows, boosting productivity, and ultimately creating better customer experiences.
The term itself refers to the process where agents categorise customer inquiries. To ease the process, many companies create lists of frequently mentioned topics that agents can choose from.
However, this list can be long, one inquiry sometimes contains overlapping issues, and it can be challenging for agents to remember everything said during a conversation. This means that manual call tagging is often inefficient, time-consuming, and error-prone.
In fact, manual call tagging typically takes 15 to 45 seconds per call. In addition, our analysis shows that agents miscategorise about 30% of their calls, which results in inaccurate data sets.
Therefore, automating call tagging saves time and reduces the likelihood of errors.
