Transcript summaries
Ada can automatically attach a summary of a customer’s conversation to a handoff transcript. This summary helps support agents quickly determine the reason for the escalation.
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The feature summarizes all the messages exchanged between the customer and the AI Agent so far.
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The summary appears after the last message of the transcript.
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Summaries only consider text messages, and not button clicks.
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Summaries are available for English conversations only.
Transcript summaries are currently available for Zendesk Live Chat (Zopim and ZAW), Zendesk Ticketing, Salesforce Live Chat, and the Email Handoff block.
