AI Summary tab
When you select an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., an AI-generated summary is created based on the transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. of the interaction. When the summary is ready, it appears in the AI Summary tab, providing you with quick insights into the interaction.
The summary is stored for seven (7) days, allowing any user who accesses the interaction during this time to retrieve it faster. After seven days, the summary is deleted, and it is regenerated the next time the interaction is selected.
Interaction summaries are generated for interactions transcribed in English
If a transcription exceeds the length supported for AI-generated summaries, a message is displayed indicating that the summary is based only on the initial part of the transcription. For the full content, refer to the Transcription tab.