Transcription and Summary on Zendesk Tickets

When handling a call ticket in Zendesk that includes a call recording, you can easily generate both a transcript and a summary of the conversation. This saves you the trouble of listening to the entire recording, allowing you to quickly grasp the key points by simply reading through the text.

This Nautilus feature is available in the “App” panel on the right side of the ticket screen.

How it works:

1. Transcribe and Summary

There are two buttons available: “Transcribe”, which generates a full written transcript of the call recording so you can read through the entire conversation, and “Summary”, which provides a concise overview of the call along with a sentiment analysis to help you quickly understand the tone and key points discussed.

2. Generating a Transcript

Click the “Transcribe” button to generate a transcript. When you click it for the first time, the system will start processing the audio recording. This process may take a few minutes, depending on the length of the call and the clarity of the audio. Once complete, a full transcript of the conversation will be available for you to review.

3. Summary and Sentiment Analysis

To generate a concise overview and sentiment insights, click the “Summary” button. This will prompt the system to analyse the call recording and produce a brief summary highlighting the main points discussed. In addition, the sentiment analysis will assess the emotional tone of the conversation, helping you better understand the caller’s attitude and the overall mood of the interaction.

Subsequent Transcription and Summary

After the first transcription and summary have been created, accessing them on subsequent visits to the ticket will be considerably quicker. The system saves the processed data, so the next time you return to the ticket, the transcript and summary will load almost immediately without needing to reprocess the audio. This allows for faster review and greater efficiency when managing follow ups or revisiting earlier conversations.