Add-on | Copilot |
转录通话会产生额外费用。请参阅 Zendesk 号码的可用性和定价。
使用生成式人工智能可在每次通话结束后自动在工单上生成通话概要,从而节省专员时间并提高工作效率。这样专员就无需在通话期间和之后手动撰写通话注释。相反,他们可以专注于解决客户问题,高效地处理各个通话。如果您打开通话概要功能,通话录音文件将在添加到工单后立即从语音转录为文本,并根据记录副本创建人工智能生成的概要。
本文章涵盖以下主题:
关于通话概要
Zendesk 人工智能允许您使用生成式人工智能转录和总结通话。生成式人工智能将在通话结束且通话录音文件可用后运行,届时人工智能将使用通话录音来转录和总结通话。有关通话录音的更多信息,请参阅管理通话录音选项。
通话概要包含通话记录副本的概要,并突出显示通话期间的关键时刻。
如果启用此功能,通话将被自动转录和生成概要,并在通话结束后不久显示在工单上。
此功能适用于除阿拉伯语和希伯来语之外的所有 Zendesk 语言。通话记录副本使用与录音文件相同的语言,而通话概要则以处理通话的专员所用语言(参见个人资料页面中的配置)生成。
注意:针对意向、语言和情绪的智能分类预测则无法添加到基于通话概要的工单中。
请参阅通话记录副本和概要常见问题解答。
在工单上激活和配置通话概要
您可以打开和配置工单的通话概要。
激活通话概要
- 在管理中心,单击侧栏中的渠道 (
),然后选择 Talk 和电邮 > Talk。
- 在“设置”标签中,单击在工单上转录并汇总通话录音。
提示:完成该设置后,通话记录和概要将显示在工单上。如果您有 Zendesk 质量保证订阅,还可以发送通话记录副本和概要到 Zendesk 质量保证进行分析和评分。为此,请激活语音质量保证并选择“转录和汇总”设置。
- 在选择线路下,选择您要启用转录和概要的电话线路。您可以为所有线路或仅特定线路启用此功能。
注意:如果在下拉菜单中没有看到某个电话线路,则表明该线路的通话录音未打开。仅显示已启用通话录音的线路。
- (可选)选择在工单上显示还是隐藏通话记录副本。这不会影响生成并添加到工单的通话概要,而只会影响在工单上显示或隐藏通话记录副本。要在工单上显示通话记录副本,请选中在工单上显示通话记录副本复选框。
注意:通话概要和通话记录副本(如已显示)将作为内部注释发布在工单上。这意味着它们将仅对内部用户(例如团队主管和专员)可见,不会对终端用户公开可见。
- (可选)如果您有高级数据隐私和保护附加功能,可以配置以下标记为密文选项:
- 将记录副本中的个人身份信息 (PII) 标记为密文:自动将所有通话录音记录副本中的 PII 数据(例如姓名、位置和社保号)标记为密文。
- 将记录副本中的支付卡行业 (PCI) 数据标记为密文:确保通话录音记录副本中敏感的信用卡信息(包括信用卡号、过期日期和 CVV)已标记为密文。
重要提示:如果启用这些设置,通话录音音频文件中的个人身份信息和支付卡行业数据不会标记为密文。您需要单独删除通话录音文件,以确保 Zendesk 用户无法使用工单中的音频播放器访问 PII和 PCI 数据。 - (可选)如果您想让转录服务专注于某些字词以提高准确性,请选择增强转录中的关键字,并输入各个关键字(而不是短语或数字串),以逗号分隔。
语音转文本技术通常难以处理行话、名称和行业特定术语。您可以通过识别通话中的常见独特字词来提高转录准确性。
- 单击保存。
使用通话概要
当您激活在工单上转录和总结通话录音后,人工智能会将新创建的通话录音文件转录为文本,然后生成人工智能概要。默认情况下,通话概要将作为内部注释自动添加到工单。如果您决定在工单上显示通话记录副本,这些记录副本也会在每次通话结束后作为内部注释自动显示在工单上。
34 条评论
Batuhan K
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?
0
KLOY
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?
0
Mileena casiano
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.
1
Aaran Chilinski - Customer Success Developer
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.
0
Shawna James
0
Mary Ann Sin
Is it possible to have a trigger or some type of tagging added once the transcript is available to capture and report keywords?
1
Tracy Scuderi
Nova Dawn - Can I confirm that this feature is only available when call recording is enabled?
0
Mia Gomez
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.
0
Rachael Kolman
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.
0
Mike DR
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?
0
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