Using generative AI to create call summaries and transcripts on tickets

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You must have the Copilot add-on to use the features described in this article. There are additional costs involved in transcribing calls. See Zendesk 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 on tickets
• Using call summarization

About call summarization

Zendesk AI allows you to transcribe and summarize your 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 call recording to transcribe and summarize the call. See Managing call recording options 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 except Arabic and Hebrew. 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 profile.

Note: Intelligent triage predictions for intent, language, and sentiment can’t be added to tickets based on call summaries.

See Call transcription and summarization FAQ.

Activating and configuring call summarization on tickets

You can turn on and configure call summarization for tickets.

To activate call summary

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. 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.
3. 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.
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) 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.
5. (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.
6. (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.

7. 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.