Target Group implements AI-powered AutoSummary into contact centre solution to transform customer interactions

10 April 2025

Target Group has expanded its popular contact centre solution, implementing new functionality within its customer experience platform to summarise customer calls and drive better customer outcomes.

The new AutoSummary functionality leverages advanced AI technology and machine learning to automate the process of summarising every customer interaction with a Target agent across voice and digital channels. By removing the need for manual note-taking, agents are able to focus entirely on the call and resolving customer issues – all while ensuring consistency, accuracy and efficiency.

Alongside greater outcomes for agents with reduced administrative burden, the solution provides better outcomes for customers too. Not only does AutoSummary help to speed up resolution times, but also improves service quality with critical information readily available and accessible to all agents in a consistent format.

The new functionality is now available through NICE CXone, the industry-leading customer experience platform used by Target. The platform enables Target to manage interactions through voice, chat, email, social media and self-service options, streamlining Target’s contact centre offering and ensuring service quality remains high.

Melanie Spencer, sales and growth lead at Target, said:

“AutoSummary is a tremendous addition to our successful contact centre offering – leveraging AI to accurately summarise calls to deliver better outcomes across the board. While administrative tasks such as note-taking become a thing of the past for agents, customers experience greater satisfaction and benefit from higher service standards – either by resolving issues on the call or by generating greater customer intelligence to inform future interactions.

“With such a huge emphasis on good customer outcomes, it is great to be able to strengthen our contact centre solution and help our clients who outsource this critical service to drive new efficiencies, reduce costs and enhance their overall customer experience.”

As a leading provider of digital transformation, business process outsourcing (BPO) and software solutions, Target supports a broad range of clients through mortgage and loan servicing and originations, payments and collections, third-party administration and direct debit mandates. Target is partnered with more than 30 top-tier financial institutions globally, with its systems processing over 19 million accounts.

For further information about Target Group, please visit www.targetgroup.com.