Summarization

What is a conversation summary?

The summary is a short AI-generated recap of the conversation – what was discussed, what information was shared, and what the outcome was. It helps both agents and managers quickly understand the case without listening to the entire call.

Example of a summary:

A customer needs help applying for a preschool placement for their child. The contact center explains that the application can be made through the municipality’s online service and that up to three preschools can be prioritized. The discussion also covers the possibility of including special requests in the application and the expected queue time.