Line Carrier’s AI Development, Part 1: Call Transcription to Support Customer Service

Call transcription is here — but we bring it into production only once we’ve confirmed, together, that it works and delivers concrete value.

AI solutions have rapidly moved from talk to implementation, and interest in AI is growing rapidly across industries. At Line Carrier, we approach AI with enthusiasm — and responsibility. In the latter half of 2025, we piloted secure AI-powered call transcription in a customer environment, enabling deeper development and analysis of customer service operations.

With AI support, customer interactions can be analysed in greater depth — and used to create even better customer experiences.

How does AI-powered call transcription work?

Line Carrier’s AI-powered call transcription can be used effectively as part of everyday customer service processes. When an agent answers a call, the call is recorded and saved. Immediately after the call ends, the recording is automatically sent to a speech-to-text service, where it is converted into text.

Using AI, the transcript can be condensed into a separate summary highlighting the key points of the conversation, and transferred directly to the customer record in the CRM system. This provides valuable context for the next contact and enables efficient analysis of large volumes of customer interactions.

What benefits does call transcription bring to customer service?

Converting calls into text enables entirely new ways of using information in customer service. When AI automatically turns speech into clear, readable text, it creates possibilities traditional phone-based service doesn’t offer. Information becomes easier to use — with no extra manual work.

Documenting customer interactions

Every call is documented in writing without manual effort, saving agents time and reducing errors. Full transcription provides complete visibility into customer dialogue and enables, for example, sentiment and quality analytics across the entire call dataset. Transcripts can be used to resolve complaints, support quality assurance, and serve as training material.

Content analysis and continuous improvement

Speech-to-text data helps identify recurring topics, issues, and opportunities, enabling process improvement based on real interaction data. Accumulated material can also be used to spot knowledge gaps — and update instructions and guidance accordingly.

Support for training and onboarding

New customer service agents can learn more effectively when real examples can be used safely and anonymously in onboarding. The same transcripts can also be used to create FAQs or to train other AI-based solutions, such as customer service chatbots.

Security first in the AI era

For companies working in customer service, information security is critical — and AI introduces new challenges in handling personal data. Customer calls often include sensitive information, and secure processing remains a top priority in the AI era as well.

That’s why we have built our solution with security as a core principle. Transcription is performed offline, and the transcript is available within a few minutes after the call ends.

This enables us to offer technology that meets the needs of even the most demanding industries, such as healthcare or financial services, while also reducing the cost of using AI.

Two ways to turn call data into business value

We have productised two versions of call transcription, designed for different use cases.

Our primary option is a call summary, where AI extracts the essential points from the recording based on a predefined prompt. The summaries can be transferred directly to the customer record in the CRM system, providing a clear and up-to-date overview of the conversation for the next interaction. This supports continuity in customer relationships and reduces the documentation workload for customer service teams.

The second option is full transcription, where customer service calls are transcribed word for word. The transcriptions are available in the system alongside the audio recording as searchable text and are particularly well suited for deeper analysis, quality monitoring, and developing customer insight.

AI-powered call transcription can be deployed as part of Line Carrier’s Contact Center service or Line Carrier Tiketti. Transcription can be enabled per queue, allowing the company to control in which situations transcriptions are generated.

What is our AI development aiming for?

Call transcription is only the first step. With AI, we can build more accurate customer insight, more efficient communication, and truly data-driven customer service in the future. However, we don’t believe AI will ever fully replace people. Instead, we see it as a valuable assistant working behind the scenes. At Line Carrier, we believe in human-to-human interaction and the value it creates.

We also want to ensure that new AI features are thoroughly tested and genuinely save your company time and costs — or deliver other tangible benefits. As always, we develop responsibly, with your company’s needs and security first.

Would you like to hear how call transcription could work in your company?