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Using generative AI to create call summaries and transcripts on tickets



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Nova Dawn

Zendesk Documentation Team

Edited Feb 11, 2025


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34 comments

There's a lack of clarity on what the "Show call transcript on tickets" does. It seems likely that one of the following scenarios is true:

  1. Summaries are not added if this is off, and added as an internal note if this is on
  2. Summaries are added as an internal note if this is off, and a public reply if this is on

The current version of this page says that the summary will be added as an internal note if this is off and also added as an internal note if this is on, which feels like a typo. The note above that section also doesn't specify "End Users," which adds to the confusion.

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Tony

Zendesk Customer Care

Hi Alan,
thank you very much for your feedback. We really appreciate these and they help us to grow.
 
Best,

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Carlota Bergillos

Zendesk Luminary

Hello, 

We signed up for this EAP and did not receive any communications around it. Does this mean that we were not selected to take part of the program? If so, are you planning to include more accounts in the near future?

Anyways, I believe I never received the confirmation of my submission, maybe I can try and apply again? We would be very interested in this capability, specially to give more tools to our Quality team to do the weekly audits.

Thank you so much! 

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Martin Holmes

Zendesk Product Manager

Hi Tickets Support, 

We are gradually turning the EAP on for all customers who signed up. I checked your Zendesk account and it was turned on this morning. You should be able to turn it on from the Talk Admin Settings page now. 

Thanks, 
Martin

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Carlota Bergillos

Zendesk Luminary

Hello, 

We have been using this feature for the last week and the results are great. 

Just a couple of product feedback / recommendations: 

- It would be great if the internal note for the transcription could show who is who, differentiating agent and user. The internal not for the summary already does this, but not on a way that allows us to easily identify it for data management. 

- This feature should have a line-based configuration. In our use case, we have one specific line for phone sales and the transcription is showing sensitive financial data from our users which is a huge risk (the number of their credit cards are being transcripted and everyone with access to the ticket could use them). If we could enable the transcription just for some lines this would be solved. 

Thank you!

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Shawna James

Community Product Feedback Specialist

Hey there, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Will this be used for voicemails too?

Will it be able to assess customer sentiment and provide next steps? 

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Carlota Bergillos

Zendesk Luminary

Hello, 

I want to share one other feedback I received from the team. Apparently it is very useful for them to have the summary as an internal note, but not so much the transcription as it hinder a bit the smooth navigation through the conversation. Maybe the full transcription could be available only under request in the Intelligence menu in the right side bar, similar to the Generative AI Summarization is now. 

Thank you!

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What is the expected behaviour when calls are put on hold? Is it expected that the tickets will then have 2x call transcript and 2x call summary, where the first ones are partial and the second ones are complete? 

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Arianne Batiles

Zendesk Customer Care

Hi Hege Solheim,

Yes, that's right. We've noted similar feedback about the current feature. Each instance of placing a customer on hold generates a full-length transcript up to the point of the pause, resulting in longer ticket threads.

I want to assure you that we've conveyed this feedback to our product managers for in-depth discussion and consideration. Your insights play a crucial role in helping us enhance our system, and we appreciate your contribution to making our platform even better. 

We appreciate the engagement and feedback. 

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Hi

We have now turned this feature on for our team and mostly it has been very good so far. 

However, with the call transcript feature we've found that longer calls do not include a full summary. For instance we've seen calls that are 40m + where the call summary stops about 27-28m into the convo. 

Is there some kind of limit in the transcript length? I can't seem to find any specific rules in play here so it'd be good to understand why it is doing this? Thanks.

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Hi

I just wanted to log another odd instance using this feature. 

All of our agents speak English and our customer base does so too. However, we've seen a couple of times now where the Call transcript is logged in Welsh, despite the conversation being in English. Quite odd, and would be good to understand if this could be fixed.

Cheers.

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Do we know when this feature will be GA?

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Getting some feedback from agents that when they're trying to enter in an internal comment to add their notes to a ticket, they're now getting an error "A change was made to this ticket as your update was being saved," when the call summary is being added. The agent then has to re-enter/update the ticket information before adding/saving. Is this a known bug? 

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Mike DR

Zendesk Customer Care

Hi Rachael!
 
That would usually happen if 2 updates were happening at the same time, did your team wait for a few moments for the call summary to be added before they update the ticket?

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Good Morning, no, my agents did not wait for that to be added before adding their notes. Will this be something the agent needs to be mindful of going forward? It has on multiple occasions, slowed our agents down, when having to re-enter their notes as a lot of our agents try to have their notes ready to be entered as soon as the call is completed. 

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We've had reports of the call transcripts generating inaccurate/strange notes when there is a long pause in the call recording. Typically, the transcript will fill in the blanks with "Okay", "Alright", or "Yes" repeated over and over despite the call recording being completely silent, but sometimes the notes are bizarre. 

We also would like the option to enable the transcript and summary as separate options rather than being enabled together as longer calls leave long internal notes that make it difficult to navigate the ticket interface. Having the option to enable them as separate features or enabled by groups/brands/etc would enhance the overall experience for our support agents. 

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@... - Can I confirm that this feature is only available when call recording is enabled?

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Is it possible to have a trigger or some type of tagging added once the transcript is available to capture and report keywords?

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Shawna James

Community Product Feedback Specialist

Hey Mia, thank you so much for taking the time to provide us with your feedback here. I wanted to take a moment and point you in the direction of our product feedback forum for Talk where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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I have been advised to post some ODD encounters after turning on the EAP today. The agent in chat advised that she was not able to assist me directly, so hopefully someone can assist me more swiftly as i have questions, rather than just passing on feedback.

We have had several tickets which concern me and for data protection reasons. A number of tickets have been transcipted with content that does not relate to that phone conversation or by the looks of it, this company at all. I am concerned that our data has gone else where, and if that's the case, we handle address details and card data, so a serious breach of security could potentially be occurring.

 

Additionally we have tickets now with translations in German occurring where they shouldn't and even then the translation is wrong.

 

Also experiencing tickets where the transcript and the summary are duplicating, thus making the ticket longer that it needed to be and effort to scroll through.

 

Given my concerns for the protection of the data of our customers, I truly hope someone reads this in good time, as the issues we are facing are within the first couple of hours of switching this on.

 

 

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Call summaries add dashes in between letters and numbers which hinders searchability.

 

Ex: Purchase order RONH8509 = R-O-N-H-8-5-0-9 on the summary.

Would be better if the dashes were removed to pull up all related tickets when searching.

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Call Summaries combine information under one summarize line and created a false narrative.

 

Customer was making small talk with agent about the weather and it turned it into a priority for the escalation.

Customer did not mention they needed it due to weather conditions, they needed the trauma backpack for a soldier at Fort Drum

 

False Summary Example:
- The missing backpack will be shipped once we recieve more stock on the 6th 
- Customer mentioned they are close to Fort Drum and need trauma backpacks due to weather conditions.

 

Is there a way to edit summaries that are completely wrong or a way to flag them for feedback to Zendesk?

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Hello, we are getting call summaries in tickets where there are no calls.

I contacted support on this but I've been told this is not in their scope and routed to here.
How can i troubleshoot this?

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Martin Holmes

Zendesk Product Manager

Hi, 

Thank you all for providing feedback in relation to the call summarization and transcription EAP. Several issues have been raised in this thread relating to strange or unexpected behavior. The engineering team are looking into these issues and we expect to have fixes in place for some of the issues (e.g. multiple transcripts/summaries when callers are placed on hold, incorrect Welsh transcription) in the coming weeks. 

We are also looking into ways to minimize the occurrence of hallucinatory outputs for call recording files that contain mostly silence or background noise. 

Thank you!

 

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Turned this on and really like the summaries that are provided!

The option for “Show call transcript on all tickets” underneath is pretty interesting but with calls that run longer it can really eat up a lot of the ticket/screen real-estate requiring quite a bit of scrolling to see comments prior to the call.

Any plans to either make this collapsable or give an option to make it on demand rather than all the time where it could live in the intelligence sidebar or something?

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Is there a way to provide feedback if we see the call transcript didn't quite follow what took place on that call? I've seen a few examples of this, wondering if there is a way to provide feedback on the summary provide? 

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Hi, We are seeing the summary mix up the agent and the requester at times.  Are there any tips for avoiding this? 

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Is Intent/Sentiment data for Talk tickets based on the call transcripts in the works?

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Hi, 

For how long do we have to save the call recording in a ticket? Can it be deleted after the transcript and summery is generated as internal notes? 

 

Is there a feature in Zendesk to delete call recordings in bulk? 

 

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