Generative AI based Call Summarization

2.31 Generative AI based Call Summarization

This topic describes the systematic instructions to summarize the call transcript using generative AI.

Debt collectors spend significant effort in summarizing their conversation with the customer as notes in the system. This feature significantly reduces debt collectors efforts by automatically capturing notes in the system by summarizing the call conversation.

The key features of this functionality are:

Ability to ingest the call transcript from dialer.
Ability to summarize the transcript by leveraging gen AI model and saving it as notes against the specific case.
Ability to view the summarized notes from notes widget in the Case Summary screen.
Ability to view the summarized notes from Call Summary tab in Task Summary screen.
Ability to toggle(enable/disable) the feature through product maintenance screen.

Note:

Output captured as part of this feature is generated by an artificial intelligence language model. While we strive for accuracy and quality, please note that the information provided may not be entirely error-free or up-to-date. We recommend independently verifying the content to supplement the information provided. We do not assume any responsibility or liability for the use or interpretation of this content.

Parent topic: Key Features