AI Contact Log for email

Smarter After-Contact Work, Powered by AI

The AI Contact Log automatically completes After-Contact Work (ACW) summaries using the full context of each email interaction.

By analysing the entire exchange between customer and agent, it generates accurate, structured Contact Log entries without requiring manual input - reducing effort, improving data quality, and shortening wrap-up time.

Why It Matters

Traditionally, Contact Logs were completed manually after each interaction. This added time to every contact and introduced variability in how outcomes were recorded.

Important context, such as confirmed intent or how an issue was resolved, could be missed or documented inconsistently.

The AI Contact Log removes this manual step by automatically generating the post-contact summary based on the full conversation.

The result:

Reduced after-contact handling time
Consistent, high-quality summaries
Improved reporting accuracy
Measurable improvements in Average Handle Time (AHT)
Greater operational insight for supervisors

How It Works

Once an interaction concludes, the AI analyses both customer and agent messages.

It determines the most accurate Contact Log values using the complete conversation context.

The summary and relevant Contact Log fields are automatically populated.

AI-generated fields are clearly labelled as “predicted” for transparency.

The process runs seamlessly in the background, ensuring wrap-up is completed quickly and consistently.

Key Capabilities

The AI Contact Log supports:

Analysing both customer and agent messages to generate accurate summaries
Automatically populating Contact Log fields using full interaction context
Applying updates asynchronously once the interaction ends
Clearly marking AI-generated fields with a ‘predicted’ suffix
Preserving any mandatory system-driven values
Flagging when predictions cannot be made due to insufficient or ambiguous information
Displaying agent replies in the Contact Trace Record (CTR) with full date and time stamps

Enabling AI Contact Log

The AI Contact Log is an optional feature.

To enable this capability within your SmartAgent environment, please speak to your Customer Advocate, who will guide you through activation and configuration.

Designed for Trust and Efficiency

The AI Contact Log is designed to streamline operations by removing repetitive manual tasks and standardising post-contact documentation.

The outcome is faster wrap-up times, more reliable data, and improved visibility across your contact centre — helping teams focus on delivering great customer experiences.