Use Generative AI to auto-generate phone call summaries

With Generative AI enabled for the Redwood Service Center, telephony partners can enable call summarization. When call summarization is enabled, a call summary will be auto-generated and inserted into the wrap up notes field after the call ends. The generated summary may be edited and saved by the agent, if needed. If an agent has already entered data into the wrap up notes field, a summary of the call will not be generated and inserted into the wrap up, so that the user's ad-hoc notes are preserved.

Through the use of this AI feature, agents benefit from quick informational overviews, and well defined descriptions that can be utilized both upstream and downstream for reporting, and knowledge content generation.

Call summarization increases agent productivity, reduces average call handle time thereby reducing operational costs, improves process efficiency by providing clear and concise summary notes.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Tips And Considerations

This feature is part of an early adopter program and is made available through a Promotion Code. If you are interested in implementing this feature please contact Oracle Support and submit a request. 

This feature is available only in the Redwood User Experience. It is applicable only for Service Center in this release; it is not applicable for Help Desk, Sales, or CX for Utilities in this release.

The transcript text of the phone conversation must be passed to the Fusion Service application from the partner voice system using the multichannel architecture (MCA)  APIs. The Fusion Service application is not natively transcribing voice to text.