You must have the Advanced AI add-on to use the features described in this article. There are additional costs involved in transcribing calls. See Zendesk Talk number availability and pricing.

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
  • Activating and configuring call summarization
  • Using call summarization

About call summarization

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.

If you turn on this feature, calls will be automatically transcribed and summarized and appear on tickets shortly after calls end.
Note: OpenAI does not use your data to train its models or improve its services. Your data is not hosted by OpenAI, except briefly for the purpose of providing the service. See Zendesk AI data use information for more information about how your data is protected.
This feature is available for all Zendesk languages. Call transcripts are in the same language as the recording file, whereas call summaries are generated in the language of the agent who handles the call, as configured in their Zendesk profile page.
Note: Intelligent triage predictions for intent, language, and sentiment can’t be added to tickets based on call summaries.

See Zendesk Talk call transcription and summarization FAQ.

Activating and configuring call summarization

The option to activate the summary feature appears on the Talk admin settings page.

To activate call summary

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk. By default you will already be on the Settings tab.
  2. Scroll down to Transcribe and summarize call recordings on tickets.
  3. To activate the feature, select the checkbox for Transcribe and summarize call recordings on tickets. When the checkbox is selected, you will then have the option to select the phone lines that you want to turn the feature on for. You can opt to 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.
  4. (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) 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.
  5. 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.

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