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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 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.
Activating and configuring call summarization on tickets
You can turn on and configure call summarization for tickets.
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 Zendesk QA subscription, you can also send call transcripts and summaries to Zendesk QA 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.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.
34 comments
Batuhan K
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?
0
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?
0
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
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.
0
Shawna James
0
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
Tracy Scuderi
Nova Dawn - Can I confirm that this feature is only available when call recording is enabled?
0
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.
0
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.
0
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?
0
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