Zendesk Talk's New AI Call Summarization Feature
What is the new generative AI-powered call summarization feature in Zendesk Talk?
Zendesk Talk now includes a generative AI-powered call summarization feature. This feature allows you to transcribe and summarize voice call recordings, adding this information to the ticket conversation log. It helps improve agent productivity by reducing the time spent on call wrap-up, allowing agents to focus more on the customer during live calls. Both the call summary and transcript are searchable, making it easier to manage tickets. For more details, visit theoriginal announcement.
More related questions
How can I enable the call summarization feature in Zendesk Talk?
To enable the call summarization feature, you need the Advanced AI add-on. Once you have it, go to the Talk admin settings page in Admin Center and select the phone lines you want to use with the feature. If you participated in the early access…
Who can access the generative AI call summarization feature?
The generative AI call summarization feature is available to all Zendesk customers who are subscribed to the Advanced AI add-on. If you don't have this add-on, you won't have access to the feature. To subscribe, you can contact your Zendesk account…
What are the benefits of using AI-powered call summarization in Zendesk Talk?
AI-powered call summarization in Zendesk Talk offers several benefits. It reduces the time agents spend on call wrap-up, allowing them to focus more on the customer and the issue at hand. This helps build a personal connection with customers….
What should I do if I participated in the call summarization early access program?
If you participated in the call summarization early access program, you will need to turn on and configure the features in your Zendesk Talk settings. This involves going to the Talk admin settings page in Admin Center and selecting the phone lines…
Where can I find more information about Zendesk Talk's call summarization?
For more information about Zendesk Talk's call summarization, you can refer to the Zendesk Talk call transcription and summarization FAQ. Additionally, if you have feedback or questions, you can visit the Zendesk community forum. For general…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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