Turn every service call into structured retention and conduct signals
Cancellations, regulated scripts, and repeat contacts happen at a volume no review team can read. Semarize evaluates every interaction and returns typed fields your retention, compliance, and operations teams can query.
Kit
Service Operations Kit
Structured signals from a service interaction
Output
{
"cancellation_intent": true,
"competitor_mentioned": "RivalTel",
"mandated_disclosure": true,
"vulnerability_handled": true,
"first_call_resolution": false
}
The problem
Service volume hides the signals that decide churn and conduct risk
A regional carrier handles millions of calls a quarter. The moments that matter, a named competitor, a missed disclosure, a customer who needs priority handling, are spoken once and then lost to a disposition code. Sampling a few hundred calls cannot find them, and summaries cannot be queried.
Churn shows up after billing, not before
Customers say they are leaving, and name who they are leaving for, on the call. By the time the disconnect lands in billing the save window has closed.
Regulated scripts are checked on a sample
Ofcom and Ofgem expect mandated information and fair treatment on every call, but manual QA can only listen to a fraction of the volume.
Repeat calls cost money and stay unexplained
Disposition codes rarely say why a customer called back or why a truck rolled, so operations cannot model the drivers behind the cost.
Vulnerability is easy to miss at scale
Priority-services customers and signs of vulnerability surface in passing. Without a check on every call, those moments slip through and become complaints.
Telecom and utilities examples
Service conversations, at operational scale
Run the same Service Operations Kit across cancellations, regulated calls, and repeat contacts, then send the typed fields into the systems your team already runs on.
01 / Retention
Measure save-offer quality on every cancellation
Customers say they're leaving, and name the competitor, before churn ever reaches billing. Semarize captures cancellation intent, the competitor, and exactly which save offer was made and whether it landed - so retention leaders can see which offers actually save accounts at carrier scale.
Save desk
One cancellation call
0%
save rate
02 / Regulated conduct
Check mandated scripts and fair treatment at scale
Ofcom and Ofgem expect mandated information, fair treatment, and proper handling of priority-services customers on every call. Semarize runs those checks across the full volume, flags vulnerability and complaint handling, and keeps structured evidence for audit.
Fair treatment, this call
all passed03 / Operational analytics
Explain the repeat calls and field-visit drivers
Repeat contacts and truck rolls are expensive, and disposition codes rarely say why they happen. Semarize extracts issue category, outage correlation, resolution status, and whether a callback or field visit was needed - so operations can model and remove the drivers behind the cost.
Repeat-call drivers
Ranked by share
0%
first call resolution
How it works
How Semarize turns service calls into structured signals
Connect the calls, chats, and tickets you already capture. A reusable Service Operations Kit evaluates the signals that matter and returns typed fields ready for retention, compliance, and operations systems.
- Step 1
Interaction captured
Calls, chats, emails, and tickets from every queue are sent through the API.
- Step 2
Service Operations Kit runs
Bricks evaluate cancellation intent, mandated disclosures, fair treatment, and resolution.
- Step 3
Signals extracted
Retention, conduct, and operational fields come back in the same schema every run.
- Step 4
Evidence attached
Each regulated field carries quote-level evidence and confidence for audit and review.
- Step 5
Systems updated
Typed fields feed CRM, retention desks, compliance records, BI, and the warehouse.
Example Bricks
The service signals Semarize returns
Each Brick evaluates one field, flag, or extracted value with confidence and evidence. Bundle Bricks into a reusable Kit for the workflows your service and retention teams run.
Retention
Detects when a customer signals they intend to cancel or switch provider.
Records whether the retention offer made on the call was accepted.
Regulated conduct
Checks that the required regulatory information was read on the call.
Confirms a detected vulnerability or priority-services need was handled correctly.
Operational analytics
Classifies the underlying reason for the contact, grounded in the conversation.
Extracts the reason a field visit or truck roll was required, when one was.
Example output
Structured signals, not summaries
The same schema comes back every run: typed values, confidence, reasons, and evidence spans tied to the conversation they came from.
Service Operations Kit returned
System-ready fields for retention desks, compliance, BI, and the warehouse
- Cancellation intent
- true
- Competitor mentioned
- RivalTel
- Save offer accepted
- false
- Mandated disclosure
- true
- Vulnerability handled
- true
- First call resolution
- false
{
"cancellation_intent": true,
"competitor_mentioned": "RivalTel",
"save_offer": "3 months half price",
"save_offer_accepted": false,
"mandated_disclosure": true,
"priority_services_flag": true,
"vulnerability_handled": true,
"first_call_resolution": false,
"issue_category": "network outage",
"field_visit_driver": "line fault",
"audit_evidence": true
}The difference
Why a call summary is not enough for service operations
A summary helps someone read one call after the fact. Service, retention, and compliance teams need fields they can query, compare, route, and audit across millions of interactions.
Call summaries
Structured service signals
FAQ
Service conversation intelligence, answered
How Semarize evaluates telecom and utility service conversations and returns structured fields for retention, compliance, and operations.
Keep exploring
Where service signals go next
The same structured outputs can support adjacent teams, workflows, and product layers.
Check mandated scripts and fair treatment across every call with evidence attached.
Track cancellation intent and account health before churn reaches billing.
Feed structured service signals into the warehouse for operational modelling.
Trend agent handling of save offers and vulnerable customers for coaching.
Define the typed checks Semarize evaluates on each service conversation.
Run Kits against conversations and receive structured JSON back.
Get started
Put a check on every service call, not just the ones you sample
Build a Service Operations Kit, run it against the calls you already capture, and get retention, conduct, and operational signals back as typed fields.
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