AI Call Summary

The Summary tab is designed to answer one question:

“What happened on this call?” — in under 30 seconds.

Everything here is generated automatically by AI.

Subject: Why Did the Customer Call?

A one-line summary that captures the main reason for the call.

Example:
Inquiry about house purchase and shipping address

📌 Use this as:

• A KB title suggestion
• Issue categorization
• High-level reporting label

Discussion Points: What Was Talked About?

This section breaks the call into clear bullet points covering:

• Customer concerns or problems
• Actions taken by the agent
• System or configuration issues
• Alternative solutions discussed

💡 Why this matters: Patterns here often reveal repeat issues or process gaps.

Action Points: What Happens Next?

Clearly defined next steps extracted from the conversation:

• Agent follow-ups
• Internal team investigations
• Customer confirmations
• Timelines (if mentioned)

📌 These can be directly used for:

• Escalations
• SOP updates
• Internal task tracking

Best Practices

• Always validate ownership before executing actions
• Use recurring discussion points to drive long-term improvements