Activate Voice Summaries

Voice Summaries utilize AI to provide a text summary of phone calls automatically. Using state-of-the-art speech-to-text technology, inbound and outbound recorded phone calls that have ended are transformed into concise text summaries that capture key points discussed in the phone call.

Voice Summaries interpret a call's content, capture key points, and summarize the discussion in a fraction of the time it takes to listen to the entire call. This reduces time spent listening to recordings while improving quality assurance efforts. Managers can review the summaries to identify coaching opportunities, while Agents can improve their responsiveness and provide exceptional service experiences.

Voice message from Maya discussing a customer's exchange request for a final sale item.

Summaries automatically appear on the Conversation Timeline along with the recording.
It takes less than a minute for calls to be analyzed and summarized.
Both inbound and outbound calls are summarized if they’re recorded

Voice Summaries Benefits

Efficiency

Voice Summaries streamline the review process, saving your team time by providing succinct summaries of phone calls.

Spend less time listening to voicemails, thus lowering the time it takes to handle voicemails.

Improve Service Quality

Equip Agents with tools to swiftly grasp details discussed on a phone call, allowing them to deliver exceptional service that rivals in-person interactions. This will not only elevate customer satisfaction but also fuel ongoing quality improvement.

Enhanced Customer Experience

Voice Summaries contribute to a better understanding of Customer needs and preferences, ultimately improving service delivery and satisfaction.

How Voice Summaries utilizes AI to summarize phone calls

As with many phone calls, especially in a contact center, the points discussed vary, traverse various unrelated topics and do not necessarily have a resolution. To summarize a call, Voice Summaries look at all the words, phrases, sentences, and meanings, identify what's important, and express those key points in a few sentences as a summary.

A 10-minute phone call may provide a 3–5 sentence summary or up to 10 sentences for longer calls. Most phone calls, even those hours long, should remain under 500 characters.

Retrieve Voice summary transcripts via API

You can retrieve transcripts of phone calls or voicemails by API or through the Support Portal.

Current limitations of Voice Summaries

Will only transcribe phone calls, and the summary will be in English.
- Phone calls in languages other than English will display a summary error in the Conversation Timeline.
- Transcripts via API will be accessible in the calls’ original language.
There are no reports currently available.
Summaries cannot be regenerated.

Keeping data safe

Our AI vendor adheres to strict data protection protocols and does not use Gladly data to train its models. The vendor's models have been evaluated by a third-party security auditor, and the vendor is SOC 2 Type 2 compliant. Additionally, the vendor undergoes annual third-party penetration testing, identifying security weaknesses before malicious actors can exploit them.

Activate Voice Summaries

Click on the top left corner of the screen.
Click Settings.
Under the Agent Experiencecategory, click Conversation Workflow.
Find the Voice section and toggle the Enable Call Summaries and Transcriptions setting (toggle is green) or toggle it again to deactivate.
Click Save.

See Review Text Summary of Phone Calls to understand how to interact with call summaries in the Conversation Timeline.

Voice Summaries usage cost is included as part of Gladly Voice rates.