Tower puts AI beside the person taking the call
Tower’s May update describes AI embedded in a contact centre where people continue serving customers. It offers a local example of using transcription and assistance to improve the work around a conversation.
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What Tower reported
Tower says its Amazon Connect contact centre saved customers more than 796,000 call minutes over seven months, around a 15% reduction. It reports average handling time falling by 2 minutes 38 seconds per interaction.
Supporting frontline staff
Tower describes real-time transcription across sales, service and claims calls, alongside AI-assisted support and automated quality monitoring. These are company-reported aggregate results at insurer scale. The announcement does not establish that every call was handled by an autonomous voice bot or that a smaller business would see equivalent savings.
Our view: find the friction around the call
For a local service business, a good starting point is what happens while and after someone answers. Are staff trying to listen and type at once? Do they have to ask the customer to repeat information when passing the enquiry on? An initial trial might prepare a structured summary or highlight details that still need checking. Agree what must be recorded accurately and give the person handling the enquiry a straightforward way to correct the output before it reaches another system.
Judge the next step as carefully as the speed
A shorter conversation is useful only if the customer gets a clear outcome. Review whether a booking was correct, whether the next person received enough context and whether the customer could reach a person when needed. Include unsuccessful and unusual enquiries in that review. Decide how recording, review and access will work before introducing a new tool. Measure the complete handover, including corrections after the call, so a quick first interaction does not leave someone else chasing missing details.
What could a useful first step look like?
Let’s look at your enquiries, tools and everyday admin, then agree on a practical scope for your New Zealand business.
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