Announcing live call transcripts in the Zendesk Agent Workspace for Contact Center

Announced on | Rollout starts | Rollout ends
July 29, 2026 | July 29, 2026 | Aug 7, 2026

We're excited to announce that agents can now view real-time transcripts during voice calls in the Zendesk Agent Workspace for native Contact Center. This new capability helps agents capture customer information accurately, search past conversation details, and provide faster, more confident support without interrupting the call flow.

Live call transcription is available to customers using native Zendesk Contact Center with Amazon Contact Lens.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When agents are on an active voice call, they can now view a live transcript that updates in real-time as the conversation happens. The transcript includes:

Speaker labels - Identify agent and customer speech.

Searchable text - Find details mentioned earlier in the call, like account numbers or email address.

Timestamps - Track when specific information was shared.

Language switching support - Change the transcription language during the call if needed (Zendesk Voice only).

UI controls - Expand, collapse, or hide the transcript panel as needed, and the transcript automatically saves to the ticket when the call ends.

Why is Zendesk making this change?

Live call transcription delivers several important benefits for Agents:

Improves accuracy and reduces errors - You can verify customer information such as email addresses, order numbers, or account numbers, etc. by accessing them in the transcript instead of asking customers to repeat themselves.

Increases agent productivity - With searchable transcripts, you can quickly find information mentioned earlier in the call without manual note-taking or putting customers on hold.

Supports accessibility - Provides you with access to customer conversations, expanding your ability to build diverse support teams.

What do I need to do?

You need to ensure that your Amazon Connect instance is sending call data to Zendesk, see Setting up Contact Center for call recording and transcription. Additionally, you can configure how Contact Center handles the transcripts, see Configuring call recording and transcription. If you need assistance, contact your CSM or Zendesk Customer Support.

Where can I learn more?

Using live call transcription

Copilot overview

If you have feedback or questions, visit our community forum or contact Zendesk Customer Support.