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Using Generative AI saves agents time and improves their productivity by automatically generating call summaries on tickets 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 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.
This article covers the following topics:
About call summarization
Zendesk AI allows you to transcribe and summarize your Zendesk Talk calls using Generative AI. Generative AI runs 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 summarization on tickets
The option to activate the summary feature appears on the Talk settings page.
To activate call summary
-
In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- On the Settings tab, click Transcribe and summarize call recordings on
tickets.Tip: With this setting, call transcripts and summaries appear on tickets. If you have a subscription, you can also send call transcripts and summaries to Zendesk QA where they can be analyzed and scored. See Activating Voice QA. If you want to send call summaries to both tickets and Zendesk QA, select both Transcribe and summarize call recordings on tickets and Transcribe and summarize call recordings for Zendesk QA.
- Under Select lines, select the phone lines for which you want to turn
transcription and summarization on. You can turn it on for all lines or specific
lines only.Note: If you don’t see a phone line appear in the drop-down menu, call recording is not turned on for the line. Only lines that have call recording enabled will be displayed.
- (Optional) Choose whether to show or hide call transcripts on tickets. This does
not impact the call summary being generated and added to a ticket; it relates
only to displaying or hiding the call transcript on tickets. To show call
transcripts on tickets, select the checkbox for Show call transcripts on
tickets.Note: Call summaries and call transcripts (if displayed) are 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.
- (Optional) If you have the Advanced Data Privacy and Protection
add-on, you can configure the following redaction options:
- Redact personally identifiable information (PII) from transcriptions: Automatically redact PII data, such as names, locations, and Social Security numbers from all call recording transcriptions.
- Redact payment card industry (PCI) data from transcriptions: Ensure that sensitive credit card information, including credit card number, expiration date, and CVV is redacted from call recording transcriptions.
Important: If these settings are turned on, PII and PCI data is not redacted from call recording audio files. You'll need to delete call recording files separately to ensure PII and PCI data is not accessible to Zendesk users using the audio player in tickets. - (Optional) If you want to help the transcription service focus on certain words
to improve accuracy, select Boost keywords in transcriptions and enter
individual key words (not phrases or strings of numbers) separated by a
comma.
Speech-to-text technology often struggles with jargon, names, and industry-specific terms. By identifying these unique words that are common in your calls, you can improve the transcription accuracy.
- Click Save.
Using call summarization
When you activate Transcribe and summarize call recordings on tickets, 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.
34 comments
Alan Pugh
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:
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
thank you very much for your feedback. We really appreciate these and they help us to grow.
Best,
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Carlota Bergillos
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
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
1
Carlota Bergillos
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!
2
Shawna James
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Lydia Forsyth
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
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!
2
Hege Solheim
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
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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Gary Shand
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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Gary Shand
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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Rakesh Verma
Do we know when this feature will be GA?
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Rachael Kolman
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
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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Rachael Kolman
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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Mia Gomez
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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Tracy Scuderi
@... - Can I confirm that this feature is only available when call recording is enabled?
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Mary Ann Sin
Is it possible to have a trigger or some type of tagging added once the transcript is available to capture and report keywords?
1
Shawna James
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Aaran Chilinski - Customer Success Developer
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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Mileena casiano
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.
1
KLOY
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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BAKO
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
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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Collin Murray
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?
1
Rachael Kolman
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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Andrew
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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Paul Beirne
Is Intent/Sentiment data for Talk tickets based on the call transcripts in the works?
1
Grete Andersson
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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