| Add-on | Copilot |
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.
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.
34 comments
Rachael Kolman
Getting some feedback from agents that when they're trying to enter in an internal comment to add their notes to a ticket, they're now getting an error "A change was made to this ticket as your update was being saved," when the call summary is being added. The agent then has to re-enter/update the ticket information before adding/saving. Is this a known bug?
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Rakesh Verma
Do we know when this feature will be GA?
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Gary Shand
Hi
I just wanted to log another odd instance using this feature.
All of our agents speak English and our customer base does so too. However, we've seen a couple of times now where the Call transcript is logged in Welsh, despite the conversation being in English. Quite odd, and would be good to understand if this could be fixed.
Cheers.
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Gary Shand
Hi
We have now turned this feature on for our team and mostly it has been very good so far.
However, with the call transcript feature we've found that longer calls do not include a full summary. For instance we've seen calls that are 40m + where the call summary stops about 27-28m into the convo.
Is there some kind of limit in the transcript length? I can't seem to find any specific rules in play here so it'd be good to understand why it is doing this? Thanks.
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Arianne Batiles
Hi Hege Solheim,
Yes, that's right. We've noted similar feedback about the current feature. Each instance of placing a customer on hold generates a full-length transcript up to the point of the pause, resulting in longer ticket threads.
I want to assure you that we've conveyed this feedback to our product managers for in-depth discussion and consideration. Your insights play a crucial role in helping us enhance our system, and we appreciate your contribution to making our platform even better.
We appreciate the engagement and feedback.
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Hege Solheim
What is the expected behaviour when calls are put on hold? Is it expected that the tickets will then have 2x call transcript and 2x call summary, where the first ones are partial and the second ones are complete?
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Carlota Bergillos
Hello,
I want to share one other feedback I received from the team. Apparently it is very useful for them to have the summary as an internal note, but not so much the transcription as it hinder a bit the smooth navigation through the conversation. Maybe the full transcription could be available only under request in the Intelligence menu in the right side bar, similar to the Generative AI Summarization is now.
Thank you!
2
Lydia Forsyth
Will this be used for voicemails too?
Will it be able to assess customer sentiment and provide next steps?
0
Shawna James
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Carlota Bergillos
Hello,
We have been using this feature for the last week and the results are great.
Just a couple of product feedback / recommendations:
- It would be great if the internal note for the transcription could show who is who, differentiating agent and user. The internal not for the summary already does this, but not on a way that allows us to easily identify it for data management.
- This feature should have a line-based configuration. In our use case, we have one specific line for phone sales and the transcription is showing sensitive financial data from our users which is a huge risk (the number of their credit cards are being transcripted and everyone with access to the ticket could use them). If we could enable the transcription just for some lines this would be solved.
Thank you!
2
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