The challenge
Status2 provides phone support to the retailers that use its software. Calls got resolved, but the fix wasn’t written down anywhere. The ticket said little, and what was learned on each call depended on the memory of whoever took it.
What we built
A system that documents every support call without anyone typing.
How it works
- Every night the recordings are collected from the phone system.
- They’re transcribed with AI, separating who speaks, on a service hosted in the EU.
- Each call is matched to its ticket by phone number and time.
- AI summarises the call. Cause, module affected and how it was solved.
- It spots documentation gaps and drafts help articles.
- A weekly report sums up the most frequent reasons for calls.
The result
Every fix is written down and linked to its ticket. The support team knows why customers call and what’s missing from the docs, without depending on anyone.
