Using real-time AI suggestions for voice calls


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.


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Summary: ◀▼
Real-time AI suggestions for voice calls give you live, context-aware help during calls by transcribing the conversation and pulling answers from your help center articles, policies, and FAQs. Agents can review, upvote, downvote, or regenerate suggestions in the Knowledge panel to resolve issues faster, stay focused, and improve call handling. Admins can turn the feature on for specific groups, with transcription and language matching requirements.






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 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.
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.
If you're using Zendesk Contact Center, see Using real-time AI suggestions in Contact Center.
This article contains the following topics:

Understanding 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



Understanding real-time AI suggestions for voice calls

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.
The feature returns a natural language response based on one or more help center
articles. These suggestions appear in the Knowledge section of the context panel 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.
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 agent’s profile language. For
example, if an agent's language is English (Canada) and articles exist only
in English (United States), Zendesk will not provide any suggestions.
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 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 section.


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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