How to setup call transcription and summaries
Enabling AI Call Transcription & Summaries
To apply Call Insights, go to the Call History page. At the top of the page, there is a Global Call Transcription settings toggle, which has three distinct settings:
Disabled: No calls will be transcribed. Note: This is the default setting.
Enabled: All recorded calls will be transcribed (calls that are not recorded cannot be transcribed).
Custom: Transcription is off except for selected users or routes.
Applying transcription to a user
To apply call transcription to a user:
Users > Select User > Call Transcription to ON (Call Recording must also be enabled)
This will also enable a ‘Send Email Summary’ option
Save Changes before exiting
Applying transcription to a call route
To apply call transcription to a route:
Inbound Settings > Routing > Select or Add Route > Advanced Settings > Call Transcription to ON (Call Recording must also be enabled)
This will also enable a ‘Send Email Summary’ option
Save Changes before exiting
Viewing AI Generated Call Summaries & Transcriptions
Added AI generated call summaries and transcripts to the Call History page of customer dashboards, offering users an easy way to view and retrieve key call information without manual transcription.
To access this information:
Customer Dashboard > Calls > Call History
Click the right hand ‘View Transcription’ icon
When opening the popup, the first view displays a bullet pointed call summary alongside the call recording playback. This can be copied to clipboard for easy retrieval.
If further context is required, toggle over to the Call Transcription view. From here, a full transcript of the call is visible, with:
- Time stamping & agent caller channels
- Key word search and retrieval
- Synchronised playback alongside the audio file
The Download Transcription icon will trigger a WebVTT file to be downloaded. This is a text file type that preserves all contextual data from the call.
Post-Call Actions
It is also possible to view a list of Actions generated on a call, with integrated next steps available.
Select the Action Items tab - from here a list of actions will be visible, including assignee, due date, and a link to evidence within the transcription; this is clickable and will take the user to the relevant section of the call.
For calendar items, select either Google Calender or Outlook calendar - you must be logged into your account for this integration to operate. An event will be auto-generated with any information populated that our AI was provided.
For Email, our generates a ‘Mailto’ link that will utilise your devices default email application to open an email window. Again, the title, and key information will be pre-populated - the user must add the contact information for the recipient before sending.
NOTE
- User experience will be determined by the quality of information provided. AI can only interpret information it has been provided.
- For instance, if no date was provided in the transcript, no date can be added to the action item.
- AI can make mistakes. Always check information before completing any automatically generated task.
AI Call Insights Emails
For each User or Route where Call Transcription is enabled, it is possible to add an email address (or multiple addresses) to receive an email with Call Summary included (along with a call recording link — accessible if logged into the dashboard).
Below is an example of an AI Call Insights email.
IIf you need anything else, don't hesitate to contact our friendly support team at 0330 122 6000 or email at help@yay.com!