Using generative AI to create call summaries and transcripts on tickets


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.


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Verified AI summary ◀▼
Use generative AI to transcribe and summarize calls, automatically adding them to tickets. This feature saves agents time on note-taking and helps with quick transitions between calls. You can choose specific phone lines, enable transcript visibility on tickets, and configure redaction options for sensitive data. Enhance transcription accuracy by boosting keywords relevant to your industry.






There are additional costs involved in transcribing calls. See
Zendesk number availability and
pricing.

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.
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 Zendesk language support by product.
Transcriptions aren't available for calls or recordings made before the feature was turned
on.
Your call transcripts are analyzed for entity detection and intent, language, and
sentiment predictions depending on how you've configured intelligent triage.
To activate call summaries and transcripts


In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.

On the Settings tab, click Transcribe and summarize call recordings on
tickets.

Tip: 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, activate Voice QA and select the
transcribe and summarize setting.


Under Select lines, select the phone lines to turn on transcription and
summarization for. 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.


(Optional) If you want to show call transcripts on tickets, select Show call
transcripts on tickets. This doesn’t affect generating or adding the call
summary; it only controls whether the transcript is displayed on tickets. If
displayed, call summaries and transcripts are added as internal notes on the
ticket. This means they’re visible only to agents and admins, not to end
users.

(Optional) If you have the Advanced Data Privacy and Protection
add-on, you can configure the following redaction options:

Redact personally identifiable information (PII) from transcriptions:
Automatically redact PII data, such as names, locations, and Social Security
numbers from all call recording transcriptions.

Redact payment card industry (PCI) data from transcriptions: Ensure
that sensitive credit card information, including credit card number,
expiration date, and card verification value (CVV) is redacted from call
recording transcriptions.



Important: If these settings are turned on, PII and PCI data isn't
redacted from call recording audio files. You'll need to delete call recording files
separately to ensure PII and PCI data is not accessible to Zendesk users
using the audio player in tickets.


(Optional) If you want to help the transcription service focus on certain words to
improve accuracy, select Boost keywords in transcriptions and enter
individual keywords (not phrases or strings of numbers) separated by
commas. 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.

Click Save.




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