Zendesk Talk Call Transcription Options
What are the options for call transcription and summarization in Zendesk Talk?
Zendesk Talk offers call transcription and summarization through the Advanced AI and Zendesk QA add-ons. These features help provide context to voice tickets and reduce the need for agents to manually take notes.
With the Advanced AI add-on, transcripts and summaries are added to the conversation log on tickets in the Agent Workspace. This helps agents by providing additional context and reducing the need for manual note-taking. On the other hand, the Zendesk QA add-on allows QA-focused users to review and analyze call interactions in detail, providing a QA Score to identify potential issues like churn risk or agent knowledge gaps.Learn more
More related questions
How do I activate call transcription and summarization in Zendesk Talk?
To activate call transcription and summarization, you need a subscription to either the Advanced AI or Zendesk QA add-on. Once subscribed, you can enable these features in the Talk settings page in Admin Center. Admins can configure which phone…
Are all phone calls transcribed and summarized in Zendesk Talk?
Not all phone calls are transcribed and summarized in Zendesk Talk. Only calls that are recorded can be transcribed and summarized. Admins have the option to enable transcription and summarization for some or all phone lines that have call…
How is call transcription priced in Zendesk Talk?
Call transcription in Zendesk Talk is priced at USD$0.01 per minute of transcribed audio, rounded up to the nearest whole minute. These charges are processed along with other Talk usage charges and deducted from your account's Talk credit balance….
Where do call transcripts and summaries appear in Zendesk Agent Workspace?
In the Zendesk Agent Workspace, call transcripts and summaries appear in the ticket conversation log as internal notes after a call ends. Once the call recording audio file is available, the transcript and summary are added to the ticket, providing…
In what language are call transcripts generated in Zendesk Talk?
Call transcripts in Zendesk Talk are generated in the language spoken during the call. If multiple languages are used, the transcript adapts accordingly. Transcription is available for all supported Zendesk languages, ensuring that your diverse…
Are voicemail recordings transcribed in Zendesk Talk?
Yes, voicemail recordings in English can be transcribed into text in Zendesk Talk. However, other languages are not supported for voicemail transcription at this time. This feature allows you to capture important information from voicemails without…
Is customer data used to train the transcription models in Zendesk Talk?
No, customer data is not used to train the transcription models in Zendesk Talk. The transcription and summarization features are powered by OpenAI’s Enterprise service. OpenAI does not use Zendesk customers' inputs to train its models or improve…
How can I export transcription charges in Zendesk Talk?
You can export transcription charges from the Talk Usage charges page in Admin Center. This allows you to review charges for a given period and export a CSV file with a detailed breakdown. Once exported, you'll receive an email with a ZIP file…
Is call transcription available for Talk Partner Edition in Zendesk?
Currently, the transcription and summarization feature is only available for Zendesk Talk customers, not for Talk Partner Edition. However, several existing Talk Partners offer transcription services that include adding call transcripts to tickets…
Why might call transcripts contain errors in Zendesk Talk?
Call transcripts might contain errors due to the limitations of current speech-to-text algorithms, which are about 90% accurate. Factors like background noise, overlapping speech, poor audio quality, and speaker dialects can affect accuracy. These…
Why don't call transcripts label speakers in Zendesk Talk?
Currently, call transcripts in Zendesk Talk do not label speakers, such as agents or end users, due to limitations in the system. This is a known issue, and Zendesk is exploring options to improve this feature. In the meantime, users can manually…
How can I manage the space call transcripts take up in Zendesk tickets?
For those with an Advanced AI subscription, there's an option to hide call transcripts on tickets in Zendesk Talk. This feature can be enabled in the Talk settings page in Admin Center, allowing agents to expand and collapse the transcript as…
Why is there a delay in ticket creation from voicemail in Zendesk Talk?
A delay in ticket creation from voicemail can occur if the transcription service struggles to understand the voicemail content. In such cases, the system retries transcription up to three times, which can lead to a delay of up to 30 minutes before…
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