Add-on | Copilot |
Verified AI summary ◀▼
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.
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
-
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 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.
- 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.
- (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.
- (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.
34 comments
Megan Roberts
Big ups to having call transcripts appear collapsed by default, so you can open them up to review only if necessary.
2
Molly Fields
When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.
1
Molly Fields
Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).
Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?
2
Gary Shand
Hi Grete Andersson
This may possibly not answer your question, but it's possible to set the settings for each call line in Zendesk to delete call recordings automatically after a certain amount of time.
You can read more about it in Zendesk's guide here: https://support.zendesk.com/hc/en-us/articles/4408831738266-Managing-call-recording-options-in-Talk#topic_tcq_tsz_mcb:~:text=not%20being%20recorded.-,Configuring%20call%20recording%20options,-You%20configure%20call
This won't necessarily help you for all old recordings but may help you for new recordings moving forward.
Cheers,
Gary
0
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?
0
Paul B
Is Intent/Sentiment data for Talk tickets based on the call transcripts in the works?
2
Andrew
Hi, We are seeing the summary mix up the agent and the requester at times. Are there any tips for avoiding this?
0
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?
0
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?
2
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!
0
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