使用生成人工智能在工单上创建通话概要和记录副本



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Nova Dawn

Zendesk Documentation Team

已于 2025年6月05日 编辑


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34 条评论

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?

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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?

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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.

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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.

 

 

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Hey Mia, thank you so much for taking the time to provide us with your feedback here. I wanted to take a moment and point you in the direction of our product feedback forum for Talk where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Is it possible to have a trigger or some type of tagging added once the transcript is available to capture and report keywords?

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Nova Dawn - Can I confirm that this feature is only available when call recording is enabled?

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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. 

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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. 

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Hi Rachael!
 
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?

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