Call Summary

The Call Summary feature allows you to see a compressed version of the conversation in easy to read format.

During a call review, a summary of the call saves a lot of time of the reviewer, which would be otherwise wasted on listening an audio recording.

The key information about the conversation is recorded in a call summary, which allows the reviewer to quickly assess the call and, either move to the next call or dig deeper into the review.

View a call summary

To view a call summary, open the call details and navigate to Transcript page.

Edit a call summary

If permitted by configuration and by role permissions, you can edit a call summary by clicking on it.

In the editor panel, make the desired changes to the call summary and click Save button.

The editor supports Markdown syntax, which you can use to improve the readability of a summary.

Full-text search in call summary across all calls

You can use search under Recordings > Advanced Search tab to find all calls, where certain word or phrase appears in a call summary.

Select Call - Summary in the parameter list, enter the searched phrase and press Search button.

Custom format for a call summary

A call summary format is flexible. You can use the Prompt Designer to instruct AI to produce a summary in the specific format.

Note

You need to have the appropriate admin credentials to edit a prompt for the Call Summary in your organization.

For example, if your organization is a legal firm, you may want to see in a call summary a name of the client, type of the case (motorcycle accident, medical malpractice, etc.), date of the incident, and so on.

If your organization is a travel agency, you may want to see in a call summary the travel destination, dates of the trip, the requested services, etc.

To customize the call summary format, navigate to Administration > Speech Analytics > Generative AI > AI Insights. Locate the Call Summary AI Insight and click Edit.

In the Edit page, change the AI Prompt as you like.

Test Prompt for Call Summary

You can use AI Playground to quickly test your Call Summary prompt and make sure it return produces a summary in the format you need.

Note

You need to have the appropriate admin credentials to test a prompt for the Call Summary in your organization.

To test a prompt for the Call Summary, navigate to Administration > Speech Analytics > Generative AI > AI Insights. Locate the Call Summary AI Insight and click Test button.

In the Step 1. Select a call, choose one of your actual calls for testing the prompt. In this step, you can use filters to search for specific call in your organization that you would like use for testing. One you located the desired call, click Select for an experiment button.

In the Step 2. Run an Experiment, edit the AI Prompt as desired and click Test button.

You will see a response from the AI in the AI Response panel.

You can run multiple experiments with different prompts to see what works the best for you.

Once you are satisfied with the results, you can save the prompt, so it will be applied to all the upcoming calls in your organization.