| Announced on | Rollout starts | Rollout ends |
| November 29, 2023 | November 29, 2023 | December 20, 2023 |
We are excited to announce the launch of the EAP for call summarization using generative AI.
This great new feature allows you to transcribe and summarize voice calls in Zendesk Talk using generative AI.
This announcement includes the following topics:
What’s changing and why?
After you’ve signed up for the EAP and activated the call summarization feature, call recording files will be transcribed from speech-to-text as soon as they are added to tickets, plus an AI-generated summary will be created from the transcript.
Automatic call summarization can improve agent productivity by reducing the time that agents spend in call wrap up. With generative AI-powered call summarization, Talk agents can confidently focus their attention fully on the customer and the issue at hand. This means agents can build that important personal connection instead of splitting their attention with note-taking. Both the call summary and call transcript features are completely searchable within Zendesk, allowing you to search calls by keywords and create triggers to optimize ticket management.
What do I need to do?
To try this feature, sign up for Zendesk's generative AI EAP and select the Voice option. You’ll receive an email as soon as this functionality is available for your account. You'll activate the functionality on the Talk settings page in the Admin Center. For more information, see Using generative AI to create call summaries (EAP).
Where can I find more information?
For any questions or feedback about our Talk products, post in the Community feedback - Voice (Talk) forum that is monitored by our Product Managers. For further assistance, contact Zendesk customer support.