Help for Live Support

Utilizing AI summaries is a great way to ensure that agents are aware of the steps taken by the customer in self-service before escalating.

How does it work?
Alongside the full transcript of the customers journey, agents are presented with a summary of the query and the steps taken by the customer.

The AI summarization is available within transcript history to be utilized by agents and supervisors alike.

What are the benefits?

• Less frustrated customers with less repetitive questions

• More efficient agents, removing the need to review the full transcript

• Greater overviews and insights for supervisors when reviewing past conversations