Transcript summaries

Overview

Ada can automatically attach a summary of an end user’s conversation to a Handoff transcript. This summary helps support agents quickly determine the reason for the escalation.

• The summary includes all messages exchanged between the end user and the AI Agent.
• The summary appears after the last message of the transcript.
• Summaries only consider text messages, not button clicks.
• Summaries are available for conversations in all languages.

Limitations

Transcript summaries have the following constraints:

• Platform availability: Transcript summaries are currently available for Zendesk Live Chat (Zopim and ZAW), Zendesk Ticketing, Salesforce Live Chat, and the Email Handoff block.