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Call/Conversation Summarization

Summarization produces a concise summary of the conversation to help supervisors and agents understand what happened without reading the full transcript/thread.

Common summary fields: - Summary (text, 2–6 sentences) Optional structured companions: - Next Actions (text or dropdown) - Outcome (dropdown) - Key Entities (text)

Configuration overview

  1. Create/verify summary Custom Field(s) (text).
  2. Enable the Summarization AI Task (prebuilt) or create a tenant task.
  3. Apply filters:
  4. exclude very short conversations
  5. focus on relevant channels/queues
  6. Test for quality and consistency.

Prompt recommendations

  • Specify length constraints (e.g., 3–5 sentences)
  • Include structure (bullets) if desired
  • Ask for key details:
  • customer intent/problem
  • what the agent did
  • outcome/resolution
  • follow-up steps

Example structure:

Return JSON:
{
  "summary": {
    "value": "3–5 sentence summary",
    "explanation": "Optional: 1 sentence on why this summary is accurate"
  }
}

MiaRec supports Call Summary as a built-in AI Task type. Summaries are displayed in the Call Details view alongside other call information.

Call Summary

Figure: Call summary displayed in conversation details.