Using real-time AI suggestions for voice calls

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Real-time AI suggestions for voice calls provide agents with immediate, context-aware help from your help center during calls. This feature transcribes calls, analyzes them, and offers relevant article-based suggestions, enhancing issue resolution. Considerations include transcription costs, language settings, and data processing regions. Admins must enable this feature, and agents can interact with suggestions during calls for improved customer support.






Important: There are additional costs involved in transcribing calls in real-time. See
Zendesk number availability and pricing
for real-time transcription costs.

Real-time AI suggestions for voice calls gives your call center 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 any
support articles, policies, troubleshooting guides, and internal FAQs you may have.
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.
This article contains the following topics:

About real-time AI suggestions for voice calls
Considerations for using real-time AI suggestions for voice calls
Turning on real-time AI suggestions for voice calls
Generating real-time AI suggestions during a call



About real-time AI suggestions for voice calls

When you turn on this feature, calls are transcribed into text in real
time. When an agent requests a suggestion, generative AI analyzes the live
transcript to determine the reason for the customer’s call. Then it automatically
searches the help center for relevant articles to help resolve the issue.
The AI provides a natural language answer, supported by information from
one or more articles. These suggestions appear in the Knowledge tab in the ticket as
digestible, bite-sized pieces of information, helping agents stay focused during the
call.



Considerations for using real-time AI suggestions for voice calls

Before you start generating real-time suggestions, it’s important to
understand the following considerations:.

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.
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).
When a call is completed, the transcript and summary can be added
to the ticket if the call summary feature is enabled on that particular
phone line. See Using generative AI to create call
summaries and transcripts on tickets.
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.
Real-time transcription data will be processed in the US region
and cannot be processed in other regions at this time.
It is not possible to redact PII (Personally Identifiable
Information) such as names, emails, and addresses from real-time transcripts
at this time.
For detailed information on transcription language support and
other transcription related questions, see Call transcription and Summarization FAQs







Turning on real-time AI suggestions for voice calls

Before agents can start receiving real-time suggestions, an admin needs to turn it on
in Admin Center.


Note: Call recording is a prerequisite for transcription, as calls
need to be recorded in order for them to be transcribed. See managing call recording
options.

To turn on live suggestions

In Admin Center, click
AI in the sidebar, then select Agent copilot > Suggestions.
On the Suggestions page, click Generate live suggestions during phone
calls.
Under Who has access, select the groups for which you want to turn AI
suggestions on for.
Click Save.





Generating real-time AI suggestions during a call

Now that you've turned live suggestions on, you can start generating suggestions
during phone calls.
How to generate live suggestions during a phone call

During an active phone conversation, click View Knowledge suggestions in
the ticket.
The live suggestions open in the
Knowledge panel.


Review the suggestions and upvote ( ), downvote ( ), or regenerate ( ) them by clicking the appropriate icon below the suggestions.

Tip: Regenerating a suggestion can be useful if the conversation
has evolved or pivoted to a new topic, and agents require additional
help.






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