Using real-time AI suggestions for voice calls

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<p id="docs-hc-snippet" style="display: none;">Real-time AI suggestions for voice calls give your agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your organization’s Zendesk help center including support articles, policies, troubleshooting guides, and internal FAQs.</p>
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<p id="docs-ai-summary-content">Real-time AI suggestions for voice calls give you live, context-aware help during customer calls by transcribing the conversation and pulling relevant answers from your help center. Agents can use the Knowledge panel to get bite-sized guidance, improve call handling, and resolve issues faster. Admins can turn it on for specific groups, with call recording and supported language settings required.</p>
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<div class="note important">
<span class="importanttitle">Important:</span> There are additional costs involved in transcribing calls in real-time. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk number availability and pricing</a>
for real-time transcription costs.</div>
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<p class="p">Real-time AI suggestions for voice calls give your agents immediate, context-aware
suggestions about how to assist the customer they’re talking to. These suggestions are
pulled from your organization’s Zendesk help center including support articles,
policies, troubleshooting guides, and internal FAQs.</p>
<p class="p">This feature gives agents the support they need to resolve customer issues efficiently
and confidently on calls. By using this feature, agents can resolve calls faster and
provide a better support experience.</p>
<p class="p">If you're using Zendesk Contact Center, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10143999626394" target="_blank">Using real-time AI suggestions in Contact Center</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Talk_real_time_suggestions__ul_lxy_kbm_tgc">
<li class="li"><a class="xref" href="#topic_hzk_wmx_5gc">Understanding real-time AI suggestions for voice calls</a></li>
<li class="li"><a class="xref" href="#topic_isj_mbm_tgc">Considerations for using real-time AI suggestions for voice calls</a></li>
<li class="li"><a class="xref" href="#topic_ejj_1xl_tgc">Turning on real-time AI suggestions and transcripts for voice calls</a></li>
<li class="li"><a class="xref" href="#topic_x4j_bxl_tgc">Generating real-time AI suggestions during a call</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hzk_wmx_5gc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding real-time AI suggestions for voice calls</h2>
<div class="body">
<p class="p">When you turn on this feature, Zendesk transcribes calls in real time. When an agent
requests a suggestion, generative AI analyzes the live transcript to determine the
reason for the customer’s call. It then searches the help center for relevant
content. </p>
<p class="p">The feature returns a natural language response based on one or more help center
articles. These suggestions appear in the Knowledge section of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">the context panel</a> as digestible, bite-sized pieces of
information, helping agents stay focused during the call.</p>
<p class="p"><img class="image img-screenshot" id="topic_hzk_wmx_5gc__image_q2l_2nx_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_t2.png" width="800"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_isj_mbm_tgc">
<h3 class="title topictitle3" id="ariaid-title3">Considerations for using real-time AI suggestions for voice calls</h3>
<div class="body">
<p class="p">Before you start generating real-time suggestions, it’s important to understand
the following considerations:</p>
<ul class="ul" id="topic_isj_mbm_tgc__ul_t2j_xxm_tgc">
<li class="li">To get the best results, it is important that your help center articles
cover the most common topics for which you provide support. Otherwise,
generative AI models might not be able to provide useful suggestions to
agents.</li>
<li class="li">Your help center must have published articles that match the agent's
language setting, including the region. Real-time AI suggestions
automatically filter searches by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10395044176538" target="_blank">agent’s profile language</a>. For
example, if an agent's language is English (Canada) and articles exist only
in English (United States), Zendesk will not provide any suggestions.</li>
<li class="li">When you turn on this feature for a group of agents, calls to the agent
group will be transcribed in real-time, even if agents in the assigned
groups do not request AI suggestions. There are additional fees for
real-time transcription (see note at the beginning of this article).</li>
<li class="li">When a call is completed, the transcript and summary can be added to the
ticket if the call summary feature is enabled on that phone line. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6170157307162" target="_blank">Using generative AI to create call
summaries and transcripts on tickets</a>.</li>
<li class="li">The real-time transcript will be created based on the agent's
Zendesk profile language. If agents have conversations in languages other
than their Zendesk profile language, then the feature will not work. For
example, if a phone conversation happens in English and the agent's Zendesk
profile language is set to Spanish, then a transcript will not be generated. </li>
<li class="li">Real-time transcription data will be processed in the US region
and cannot be processed in other regions at this time.</li>
<li class="li">It is not possible to redact PII (Personally Identifiable
Information) such as names, emails, and addresses from real-time transcripts
at this time.</li>
<li class="li">For detailed information on transcription language support and other
transcription-related questions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7470764710298" target="_blank">Call transcription and Summarization FAQs
</a>
</li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ejj_1xl_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Turning on real-time AI suggestions and transcripts for voice calls</h2>
<div class="body">
<p class="p">Before agents can start receiving real-time suggestions and live transcripts, an
admin needs to turn it on in Admin Center.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Call recording is a prerequisite for transcription, as calls
need to be recorded in order for them to be transcribed. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">See managing call recording
options</a>.</div>
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<p class="p"><strong class="ph b">To turn on live suggestions and transcripts</strong></p>
<ol class="ol" id="topic_ejj_1xl_tgc__ol_mvh_ttr_tgc">
<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="topic_ejj_1xl_tgc__d8e1472" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Suggestions</strong>.</span></li>
<li class="li">On the Suggestions page, click <strong class="ph b">Generate live transcriptions and suggestions
during phone calls</strong>.</li>
<li class="li">Under <strong class="ph b">Who has access,</strong> select the groups agents who will have access to
live suggestions and transcripts.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_ejj_1xl_tgc__image_qlm_nsr_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_t0.png" width="800"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_x4j_bxl_tgc">
<h2 class="title topictitle2" id="ariaid-title5">Generating real-time AI suggestions during a call</h2>
<div class="body">
<p class="p">Now that you've turned live suggestions on, you can start generating suggestions
during phone calls.</p>
<p class="p"><strong class="ph b">How to generate live suggestions during a phone call</strong></p>
<ol class="ol" id="topic_x4j_bxl_tgc__ol_lmq_w5r_tgc">
<li class="li">During an active phone conversation, click <strong class="ph b">View Knowledge suggestions</strong> in
the ticket.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_x4j_bxl_tgc__image_ozc_vpx_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_pilot_2.png" width="500"></p>
<p class="p">The live suggestions open in the
Knowledge panel.</p>
<p class="p" dir="ltr"><img class="image" id="topic_x4j_bxl_tgc__image_uh4_wpx_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_pilot_1.png" width="450"></p>
</li>
<li class="li">
<p class="p">(Optional) Review the suggestions and:</p>
<ul class="ul" id="topic_x4j_bxl_tgc__ul_b3r_pl1_gkc">
<li class="li">Click Helpful (<img class="image" id="topic_x4j_bxl_tgc__image_o41_cl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-3.png" width="20">) when a suggestion is accurate
and helpful.</li>
<li class="li">Click Not helpful (<img class="image" id="topic_x4j_bxl_tgc__image_s44_cl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-2.png" width="20">) when a suggestion is off-topic,
incorrect, or outdated.</li>
</ul>
<p class="p">Your feedback may be used to train future versions of the model and improve
suggestions over time. Improvements based on your feedback might not appear
immediately.</p>
</li>
<li class="li">(Optional) Click Regenerate (<img class="image" id="topic_x4j_bxl_tgc__image_elm_rl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-1.png" width="20">) if the conversation has shifted or you
want updated suggestions. <div class="note tip">
<span class="tiptitle">Tip:</span> Regenerating a suggestion can be
useful if the conversation has evolved or pivoted to a new topic, and you
require additional help. </div>
</li>
</ol>
</div>
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