18.7. Call Summaries

Call Summaries

Now all of your Insight calls can be summarised using AI, allowing you to quickly comb over your calls and get an idea of what happened as part of a conversation without having to read the whole transcript or listen to the entire recording.

A new field has been introduced to the Insight Search page 'Call Summary' here the summary of each call is stored.

Enabling/Disabling Call Summary :

From the Account settings page under the Insight Settings, Call Summarization can be toggled.

Disabling Call Summarisation per call flow

If you wanted to use Call Summarisation across the board but wanted to exclude it for certain calls, it's possible to disable the feature on a per routing policy basis from the Routing Policy manager.

From the Record and Analyse component within your call policy just check the option to disable the feature :

FAQ

Will I get Call summarisation if I'm on Insight 1.0

No, Call Summarisation is an AI feature which is exclusive to Insight 1.5 and above.

How do I upgrade from Insight 1.0 to 1.5?

Please reach out to your Natterbox Success Manager to arrange an upgrade

Where is the Call Summary data stored in Salesforce?

The data is stored on the Natterbox Insight record as a new field call 'Call Summarization'

Can I search/filter on my call summaries from Insight Search?

No currently that's not available in this version from Insight Search, but it's possible to run Salesforce reports on the Insight Record data

What languages does the call summaries feature support?

Call summarisation is currently only available for English

What does the Insight search page look like for a call transcribed in a language other than English?

The summary field will appear blank if the original transcription was not in English

How much does it cost to turn on the call summaries feature?

Call summary is included as part of the Insight licence 

Are call summaries included when I download a transcript?

Yes the summary will appear as a new field within the Insight record text document

What is the minimum version of AVS/Natterbox app required to use 'Call Summarization"?

The minimum version required is 1.280. And the latest version can be found here.