Using Generative AI saves agents time and improves their productivity by automatically generating call summaries after each call ends. This frees agents from having to manually write call notes during and after a call. Instead, they can focus directly on solving customer problems and move efficiently from call to call. If you turn on the call summary EAP feature, call recording files will be transcribed from speech-to-text as soon as they are added to tickets and an AI generated summary will be created from the transcript using Generative AI.
You can turn on call summarization in Admin Center on the Talk Settings page.
This article covers the following topics:
About call summary
Zendesk AI allows you to transcribe and summarize your Zendesk Talk calls using Generative AI. These features are powered by OpenAI’s ChatGPT Enterprise service. Generative AI triggers after your call ends and the call recording file becomes available, at which point the AI uses your Talk call recording to transcribe and summarize the call. See Managing call recording options in Talk for more information on recording calls.
A call summary contains a concise high level overview of the call transcript and highlights the key moments that occurred during the call.
Activating and configuring call summary
The option to activate the summary feature only appears on the Talk Admin Settings page after you sign up for the Generative AI EAP.
To activate call summary
- In Admin Center, click Channels in the sidebar, then select Talk and email > Talk. By default you will already be on the Settings tab.
- Scroll down to Transcribe and summarize calls using Generative AI.
- To activate the feature, select the checkbox for Transcribe and summarize calls using Generative AI. When the checkbox is selected, you'll see that call summaries will be generated for all lines where calls are recorded.
- (Optional) You can decide whether to show or hide call transcripts on tickets. This does not impac a call summary being generated and added to a ticket, it only relates to displaying or hiding the call transcript on tickets. To show call transcripts on tickets, under Turn on for all lines, select the checkbox for Show call transcript on tickets.
Note: Call summaries and call transcripts (if displayed) will be posted as internal notes on a ticket. This means they will be visible only to internal users (such as team leads and agents) and are not publicly visible to end-users.
- Click Save.
Using call summary
When you activate Transcribe and summarize calls using Generative AI, the AI transcribes your newly created call recording files into text, then an AI summary is generated. By default, call summaries are automatically added to tickets as internal notes. If you decided to show call transcripts on tickets, these will also automatically appear on the ticket as an internal note after each call ends.