Post-call enrichment is the process of taking what happened in a voice interaction and appending structured information to the call record after the conversation ends. This can include a summary, reason for contact, disposition codes, detected entities (like product names or order numbers), sentiment, compliance flags, and recommended next actions.
Operationally, it matters because it reduces manual wrap-up work and makes call outcomes consistent across agents and teams. Enriched records improve reporting accuracy, speed up QA and coaching, and help route follow-up work to the right queue with clearer context.
It also supports better trend analysis by turning unstructured audio into standardized fields that can be filtered and compared over time. That helps leaders identify repeat drivers, policy issues, and process gaps without relying solely on notes or sampling.
