Capturing phone support requests: from call to task

The phone is the last support channel without structure. Which six details from a call belong in the task, and how a call script or an AI phone assistant closes the gap.

The short version:

Forms, widgets and email all have structure – on the phone, everything depends on how well someone took notes.

Six details decide whether a call becomes a workable task: the issue, the caller, the impact, the area, when they can be reached, and the agreed next step.

A call script covers most of that for free, starting tomorrow. AI phone assistants earn their keep where volume or out-of-hours coverage is the problem.

The goal isn't support without people. It's a team that doesn't start from zero.