Using generative AI to create call summaries and transcripts on tickets

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Enable generative AI to automatically transcribe and summarize calls, saving you time on manual note-taking. Once activated, transcripts and summaries appear on tickets as internal notes. You can choose specific phone lines, redact sensitive information, and boost keywords for accuracy. This feature enhances call management by providing insights into entity detection, intent, language, and sentiment.

There are additional costs involved in transcribing calls. See Zendesk number availability and pricing.

You can use generative AI to transcribe and summarize your calls. Generative AI runs after a call ends and the call recording file becomes available, at which point the AI uses your call recording to transcribe and summarize the call. This saves agents time from having to manually write call notes during and after a call, and lets them move efficiently from call to call.

If you turn on this feature, calls will be automatically transcribed and summarized and appear on tickets shortly after calls end. You can find information about supported languages for call summaries and transcripts in the Zendesk language support article. Transcription is not available for calls or recording made before the feature was turned on.

Your call transcripts are analyzed for entity detection and intent, language, and sentiment predictions depending on how you've configured intelligent triage.

To activate call summaries and transcripts

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 Zendesk QA, you can also send call transcripts and summaries to be analyzed and scored. To do so, activate Voice QA and select the transcribe and summarize setting.
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. If you don’t see a phone line 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) If you want to show call transcripts on tickets, select Show 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. if displayed, call summaries and transcripts are posted as internal notes on a ticket. This means they are visible only to internal users, but 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.