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Case study · E-commerce & retail · An e-commerce manufacturer

How an e-commerce manufacturer turns inbound sales and service calls into searchable insights

An e-commerce manufacturer sent its inbound sales and service calls to Speak AI, where each became a speaker-labelled transcript with a structured summary, so leaders could search conversations and follow up the same day.

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As of October 2025As reported on the previous version of this page, October 2025. Account usage not re-verified.
  • 2,100+
    Hours of calls processed, as reported October 2025
  • Under 5 minutes
    Typical call length
  • About 2 years
    Of calls in the account
  • 3 call types
    Sales, support and training

Summary

The company handled a high volume of sales and service calls. Notes were taken by hand, so what got written down depended on who took the call and how busy the day was.

It routed calls into organised folders in Speak. Each call was transcribed with speakers labelled and timestamps, then summarised with saved prompts and custom fields that pulled the same points from every conversation.

Calls were transcribed and summarised over about two years. The figures below are as reported on the previous version of this page in October 2025.

A woman with silver-streaked hair and a headset reviews a call on her laptop in a busy contact centre.

Three lines to take away

Before

Call notes were inconsistent, and the useful details stayed in recordings no one had time to hear.

With Speak

Calls land in folders, become transcripts, and are summarised by saved prompts into the same fields every time.

After

Leaders could search conversations and follow up from structured summaries instead of memory.

Good information, trapped in recordings

Calls held product questions, objections and competitor mentions, but little of it reached the people who could act on it.

A man on the phone takes notes at a paper-covered desk in a busy office with boxes stacked behind him.

Notes depended on the person

Each team member wrote call notes in their own way, so two similar calls produced two very different records.

Signals stayed hidden

Product questions, objections and next steps sat inside recordings. Finding a pattern meant listening to many calls.

Coaching lacked a record

Without consistent summaries, leaders found it hard to coach reps or forecast from what customers actually said.

The cost: The old way cost time on note-taking, left follow-ups slower than they needed to be, and dropped the detail that did not make it into a note.

The turning point

One summary format for every call

The turning point was seeing the same prompt applied to a stack of different calls and producing the same structured fields each time: product mentioned, competitor, objection, next step. That consistency was what the team had never been able to get from hand-written notes.

What had to be settled first was whether this could run at volume without manual rework. Filtering, batch editing and one-click re-analysis meant a prompt could be improved and run again across the whole library, rather than redone call by call.

How they use Speak AI

The flow moves from raw calls to structured summaries that other teams can use.

  1. Step 1

    Organise

    Meetings, phone calls and training sessions are routed into folders so teams can find them straight away.

  2. Step 2

    Transcribe

    Each recording becomes a transcript with timestamps and speakers labelled.

  3. Step 3

    Summarise

    Saved prompts and custom fields pull product mentions, competitors, objections and next steps in the same format every time.

  4. Step 4

    Share onward

    Summaries and transcripts are sent to downstream systems through connectors, so sales, support and leadership see them without asking.

Honest friction: Fields and prompts take a few rounds to get right, and speaker labels on short calls need checking. Volume figures here are as reported in October 2025 and have not been re-verified.

A woman in a headset takes a call at a desk in a warehouse with shelving and boxes behind her.

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Results

Tens of thousands of calls became searchable text

The previous version of this page reported more than two thousand hours of sales, support and training calls processed, which is the figure shown here, labelled with its original date.

2,100+
Hours of calls, as reported October 2025
Under 5 minutes
Typical call length

What the team found, in short

Paraphrased from our own conversations with the team. Not quotes.

Call volume is not the problem, because inconsistent notes are. The same summary fields applied to every call make conversations comparable.

Paraphrased from our calls with the team

Short service and sales calls hide patterns that only show up once a few thousand of them are searchable in one place.

Paraphrased from our calls with the team

A saved prompt that can be rerun across a whole library turns summary design into an experiment instead of a one-off.

Paraphrased from our calls with the team

What is next

Two colleagues stand beside a glass wall reviewing charts on a large monitor in a meeting room.
  • Call scoringTeams like this often add a rubric prompt so each call is scored the same way.
  • Coaching clipsExporting short clips from calls gives managers specific moments to coach from.
  • Voice of customerFolder-level chat lets leaders ask what customers are saying about a product across all calls.

More customer stories

Customer name withheld at their request. Figures are from Speak usage records, frozen as of October 2025.

Want your calls to answer questions?

Talk to us about turning your sales and service calls into structured, searchable summaries.

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