Using generative AI to create call summaries and transcripts on tickets

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<p id="docs-hc-snippet" style="display: none;">You can choose specific phone lines, including lines not purchased from Zendesk, and use generative AI to transcribe and summarize your calls. After a call ends and the recording is available, generative AI transcribes and summarizes the call. This saves agents time otherwise spent writing call notes during and after calls and helps them move efficiently to the next call.</p>
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<p id="docs-ai-summary-content">You can turn on generative AI call summaries and transcripts for selected phone lines so call recordings are transcribed, summarized, and added to tickets after the call ends. This saves agent time, supports language and intent analysis, and can include PII or PCI redaction, transcript display options, and keyword boosting to improve transcription accuracy.</p>
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<div class="note attention">
<span class="attentiontitle"></span> There are additional costs involved in transcribing calls. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk number availability and
pricing</a>.</div>
</div>
<p class="p">You can choose specific phone lines, including lines not purchased from Zendesk, and use
generative AI to transcribe and summarize your calls. After a call ends and the
recording is available, generative AI transcribes and summarizes the call. This saves
agents time otherwise spent writing call notes during and after calls and helps them
move efficiently to the next call.</p>
<p class="p">When you turn on this feature, calls are automatically transcribed and summarized, then
added to tickets shortly after the call ends. For supported languages, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1KAQNCFD5526GMKHJCBAMTK" target="_blank">Zendesk language support by product</a>.
Transcriptions aren't available for calls or recordings made before the feature was turned
on.</p>
<p class="p">Your call transcripts are analyzed for entity detection and intent, language, and
sentiment predictions depending on how you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">configured intelligent triage</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">entity classification</a>, entities continue to be
detected in collapsible transcript and summary comments. However, unlike in internal
notes, detected entities aren't highlighted in collapsible comments.</div>
<p class="p"><strong class="ph b">To activate call summaries and transcripts </strong></p>
<ol class="ol" id="talk_voice_generative_ai_calls_summarising__ol_t4l_m2w_fzb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="talk_voice_generative_ai_calls_summarising__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span>
</li>
<li class="li">On the <strong class="ph b">Settings</strong> tab, click <strong class="ph b">Transcribe and summarize call recordings on
tickets</strong>.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> With this setting, call transcripts and summaries are added to
tickets. If you have Zendesk QA, you can also send call transcripts and
summaries to be analyzed and scored. To do so, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536077648538" target="_blank">activate Voice QA</a> and select the
transcribe and summarize setting.</div>
</div>
</li>
<li class="li">Under <strong class="ph b">Select lines</strong>, select the phone lines to turn on transcription and
summarization for.<p class="p">You can turn it on for all lines or specific lines only. If you
don’t see a phone line in the dropdown menu, call recording isn't turned on for
the line. Only lines with call recording enabled are displayed.</p>
<p class="p"><img class="image" id="talk_voice_generative_ai_calls_summarising__image_rgr_m1t_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/call_transcribe.png" width="450"></p>
</li>
<li class="li" id="talk_voice_generative_ai_calls_summarising__show">(Optional) If you want to show call transcripts on tickets, select <strong class="ph b">Show call
transcripts on tickets</strong>.<p class="p">This doesn’t affect generating or adding the call
summary; it only controls whether the transcript is displayed on
tickets.</p>
<p class="p">Then, select how call transcripts and summaries are
displayed:</p>
<ul class="ul">
<li class="li">
<strong class="ph b">Add transcript and summary as internal notes</strong>: Transcripts
and summaries are added as internal notes on the ticket. This option is selected by default.</li>
<li class="li">
<strong class="ph b">Add transcript and summary as collapsible comments</strong>: Transcripts and
summaries are added as collapsible comments that agents can expand when
needed.<p class="p">Both formats are private and aren't visible to end
users.</p>
</li>
</ul>
<div class="note important">
<span class="importanttitle">Important:</span> Manual redaction isn't available for collapsible
comments. If your workflow requires agents to manually redact text from call
transcripts or summaries, use the internal notes format.</div>
</li>
<li class="li">(Optional) If you have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection add-on</a>, you can
configure the following redaction options:<ul class="ul" id="talk_voice_generative_ai_calls_summarising__ul_sgr_m1t_hgc">
<li class="li">
<strong class="ph b">Redact personally identifiable information (PII) from transcriptions:</strong>
Automatically redact PII data, such as names, locations, and Social Security
numbers from all call recording transcriptions.</li>
<li class="li">
<strong class="ph b">Redact payment card industry (PCI) data from transcriptions:</strong> Ensure
that sensitive credit card information, including credit card number,
expiration date, and card verification value (CVV) is redacted from call
recording transcriptions.</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> Automatic redaction of PII and PCI data from call transcripts works with
both the internal notes and collapsible comments formats.</div>
<div class="note important">
<span class="importanttitle">Important:</span> If these settings are turned on, PII and PCI data isn't
redacted from call recording audio files. You'll need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828042010" target="_blank">delete call recording files</a> separately
to ensure PII and PCI data is not accessible to Zendesk users using the audio
player in tickets.</div>
</li>
<li class="li">(Optional) If you want to help the transcription service focus on certain words to
improve accuracy, select <strong class="ph b">Boost keywords in transcriptions</strong> and enter
individual keywords (not phrases or strings of numbers) separated by
commas.<p class="p">Speech-to-text technology often struggles with jargon, names, and
industry-specific terms. By identifying these unique words that are common in
your calls, you can improve the transcription accuracy.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p"><img class="image" id="talk_voice_generative_ai_calls_summarising__image_tgr_m1t_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk-transcript-1-1.png" width="350"></p>
</li>
</ol>
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