Call Summarization and Call Tagging

This release introduces automatic summarization and categorization for call transcripts. After a call, generative artificial intelligence builds a concise summary and applies relevant category tags based on the transcript content. This gives agents a quick, accurate overview of the call.

Agents can review and edit the generated summary and tags before saving them directly to the customer contact record. This enhancement reduces wrap-up time, improves record consistency, and ensures that the next agent helping the customer has a clear understanding of the most recent interaction.

Call transcripts are automatically summarized and categorized, allowing agents to quickly review, edit, and save them to the customer contact. This shortens wrap time, improves documentation quality, makes it easier for the next agent to understand the customer’s history, and enhances overall agent satisfaction.

Steps to Enable

To enable this feature, refer to Call Summary and Call Tagging Integration in the Administrative User Guide.