Zendesk Call Summarization Feature Explained
What is the call summarization feature in Zendesk?
The call summarization feature in Zendesk uses Generative AI to automatically create summaries of call transcripts. This feature is designed to save agents time by eliminating the need to manually write call notes, allowing them to focus on solving customer problems.
When a call ends, the AI transcribes the call recording into text and generates a concise summary that highlights key moments. This summary is then added to the ticket as an internal note, visible only to internal users. The feature is available in all Zendesk languages, with summaries generated in the agent's language as configured in their profile. For more details, visit theoriginal link.
More related questions
How do I activate call summarization in Zendesk?
Activating call summarization in Zendesk is a straightforward process that can be done through the Admin Center. This feature is part of the Advanced AI add-on and involves additional costs. To activate it, navigate to the Admin Center, click on…
Can I choose which phone lines use call summarization in Zendesk?
Yes, you can choose which phone lines use the call summarization feature in Zendesk. This allows for flexibility in managing which calls are transcribed and summarized. When activating the feature, you have the option to select specific phone lines…
Are call summaries visible to end users in Zendesk?
No, call summaries in Zendesk are not visible to end users. They are added to tickets as internal notes, which means only internal users such as team leads and agents can view them. This ensures that sensitive information discussed during calls…
What languages are supported by Zendesk's call summarization feature?
Zendesk's call summarization feature supports all Zendesk languages, making it versatile for global use. The call transcripts are in the same language as the recording file, while the summaries are generated in the language of the agent handling…
How does Zendesk protect data when using call summarization?
Zendesk takes data protection seriously when using the call summarization feature. OpenAI, which powers the AI, does not use your data to train its models or improve its services. Your data is only hosted briefly by OpenAI for the purpose of…
Can I hide call transcripts on tickets in Zendesk?
Yes, you can choose to hide call transcripts on tickets in Zendesk. This option allows you to manage the visibility of detailed call information. While the call summary is always added as an internal note, you can decide whether to display the full…
What happens if a call is put on hold during transcription in Zendesk?
If a call is put on hold during transcription in Zendesk, it results in multiple transcripts and summaries being generated. Each instance of placing a customer on hold creates a full-length transcript up to the point of the pause. This can lead to…
Can I edit or flag incorrect call summaries in Zendesk?
Currently, there is no direct way to edit or flag incorrect call summaries in Zendesk. However, feedback on inaccuracies can be provided to Zendesk for review. If you encounter a summary that doesn't accurately reflect the call, it's recommended to…
Is there a limit to the length of call transcripts in Zendesk?
There appears to be a limit to the length of call transcripts in Zendesk, as some users have reported incomplete summaries for longer calls. For instance, calls lasting over 40 minutes may have summaries that stop around the 27-28 minute mark….
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