| Announced on | Rollout starts | Rollout ends |
| July 10, 2024 | July 10, 2024 | July 11, 2024 |
We are excited to announce the launch of call summarization using generative AI.
This feature enables you to transcribe and summarize voice call recordings in Zendesk Talk and add this information to the ticket conversation log.
This announcement includes the following topics:
What is changing and why?
After a period of testing with our early access program (EAP) and receiving positive feedback from customers, we’re now extending the call summarization generative AI capabilities to all customers subscribed to the Advanced AI add-on. The new features include:
- Call transcription: Automatically convert call recordings into text and save it to the ticket conversation log for added context after a call ends.
- Call summarization: A concise, AI-generated summary of the call transcript can be automatically added to the ticket conversation log after the call has ended.
Automatic call summarization can improve agent productivity by reducing the time that agents spend in call wrap up. With generative AI-powered call summarization, agents can confidently focus their attention fully on the customer during a live phone call 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 are searchable within Zendesk, allowing you to search calls by keywords and create triggers to optimize ticket management.
What do I need to do?
If you have the Advanced AI add-on, you can turn on the new features on the Talk admin settings page in Admin Center and select the phone lines that you want to use with the feature. See Using generative AI to create call summaries for more information
If you do not have the Advanced AI add-on, you will not have access to the feature. If you would like to subscribe to the Advanced AI add-on, see Buying the Advanced AI add-on, or contact your Zendesk account representative.
Note that there are additional costs involved in recording and transcribing phone calls. See Zendesk Talk number availability and pricing page for more information.
Where can I find more information?
For more information, see Zendesk Talk call transcription and summarization FAQ.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.