Call Summary and Call Tagging Integration
Call Summary and Call Tagging uses Generative Artificial Intelligence and integration with a third-party Computer Telephony Integration (CTI) application to automatically summarize and categorize call transcripts, providing customer service agents an overview of the call. Agents can review and edit the summary and tags before saving them directly to the customer contact.
See Creating Customer Contacts Using Call Summary and Call Tagging in the Business User Guide for more information how users work with Call Summary and Call Tagging.
This section provides details related to implementation of Call Summary and Call Tagging, including:
- Integrating With a CTI Application
- Configuring Characteristic Types and Customer Contact Types with Characteristic Tags
- Enabling the Service Guide Zone
Note: Call Summary and Call Tagging relies on generative AI models that must be deployed as
part of your cloud service implementation. Please contact your Oracle Customer Success
Manager if you wish to use Call Summary and Call Tagging.