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Martin Holmes

Joined Apr 14, 2021

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Last activity Jan 31, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Martin Holmes

Martin Holmes created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
February 3, 2025 February 3, 2025 February 14, 2025

We're excited to introduce the following new features for the Zendesk Talk transcription service:

  • Automatic speaker labeling: Your transcripts will now identify who is speaking (agent or customer) during phone conversations.
  • Keyword boosting: Highlight specific words, such as product names or industry terms, to improve recognition and accuracy in transcriptions.
  • Automatic redaction: Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions. (requires the Advanced Data Privacy and Protection add-on).

This announcement includes the following topics:

What is changing and why?

Until now, Zendesk's speech-to-text transcription service has not labeled speakers in call recording transcriptions. Going forward, it will automatically label who is speaking, agents or customers, so you won't have to figure out who said what in the transcript.

With the keyword-boosting feature, you can specify important words that may appear in the audio. This helps the transcription service focus on these words for better accuracy. Certain words, such as jargon, names, or industry-specific terms, can be difficult for speech-to-text technology to transcribe. You can improve transcription accuracy by identifying these unique words in advance.

Zendesk is committed to providing every customer with a high level of security. The Advanced Data Privacy and Protection add-on offers extra security for customers with more stringent data protection needs. The PII and PCI redaction feature for call transcripts automatically redacts PII data such as names, locations, and social security numbers. Using the PCI redaction setting, you can also redact sensitive credit card information, including card numbers, expiration dates, and CVV codes.

 

What do I need to do?

If you subscribe to the Advanced AI add-on or the Zendesk QA add-on, you can turn on call transcription and summarization on the Talk settings page in Admin Center. Call transcripts will then automatically include speaker labels.

To use keyword boosting, activate this setting on the Talk settings page in Admin Center. Once it's turned on, you can enter a list of keywords that will be prioritized in future transcriptions.

If you have the Advanced Data Privacy and Protection add-on, you can also enable redaction for personally identifiable information (PII) and payment card industry (PCI) data in your transcriptions through the Talk settings page in the Admin Center.

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 about 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.

Edited Feb 03, 2025 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi, 

Thanks for the feedback. This is expected behaviour, as is documented here. We will take this feedback into consideration for future improvement. 

Kind regards, 
Martin

View comment · Edited Nov 20, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi, 

Thank you for the feedback. We have no immediate plans to change the existing omnichannel routing behaviour, however, we will add this feature request to our backlog for future consideration. 

Martin 

View comment · Posted Jul 03, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi, 

Thank you for the detailed feedback. This feature is not on our 2024 roadmap, however, we will add to our backlog for future consideration. 

Martin 

View comment · Posted Jul 03, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi Mike, 

Thanks for getting in contact about this issue. Can you please raise a support ticket so that the issue can be investigated in more detail? 

Steps to get in contact with Zendesk customer support team can be found here.

Martin 

View comment · Posted Jul 03, 2024 · Martin Holmes

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Martin Holmes created an article,

ArticleAnnouncements
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

Note: Customers who participated in the call summarization EAP will need to turn on and configure the features as well.

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.

Edited Jul 15, 2024 · Martin Holmes

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Martin Holmes commented,

CommentManaging Talk

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!

 

View comment · Posted Jun 11, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi, 

Thanks for the feedback. We are looking into this issue. 

Kind Regards, 
Martin

View comment · Posted May 07, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi Caspar, 

Thanks for the feedback. We are aware and looking into the Welsh language issue. 

As for the call recording issue, this is something we have not seen or heard before. Could you please submit a ticket to Zendesk customer support  with details of the tickets that this happened for? Once we have the ticket details, our engineering team can investigate further. 

Kind regards, 
Martin

View comment · Posted May 07, 2024 · Martin Holmes

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Martin Holmes commented,

Community comment Feedback - Voice (Talk)

Hi Nick, 

Thanks for the suggestions. We will consider this feedback when we work on the final release of this feature. 

Martin 

View comment · Posted Dec 20, 2023 · Martin Holmes

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