How do I use AI summaries in conversations?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Analytics Data Processing | Enables AI-powered analytics processing for conversations, including summaries |
Required Permissions:
View imported contacts (
quality.evaluations.imported-contacts) — required to open conversations and see their AI summaries
AI summaries give you the gist of a conversation without reading the full transcript. They're broken into sections (called summary headers) so you can scan straight to the bit you need.
Step 1: Open a conversation
Go to Conversations > Imported contacts and open any analysed conversation.
If the conversation has been processed by analytics, the AI summary appears in the Conversation Summary section of the Insights sidebar.
Step 2: Read the summary sections
The summary is split into headers. By default, you'll see four:
Header | What it covers |
Opening | How the conversation started |
Requirements | The customer's main need or theme of the conversation |
Discussion | Key points discussed during the call or chat |
Outcome | How the conversation ended, including whether the issue was resolved |
Your organisation may have customised these. Up to five summary headers can be linked to your contract, so the sections you see depend on how your contract is set up.
Step 3: Use the summary alongside other insights
The AI summary feeds into other analytics:
xMetrics (xCSAT, xNPS, xCES, xResolution, xRepeats, xVulnerabilities) use the summary as part of their analysis
Spotlight analyses summaries across multiple conversations to find themes
Reason for Contact and Intent are derived from the same processing pass
If a conversation doesn't have a summary, none of these features can run on it.
When summaries regenerate
Summaries are generated once, when a conversation is first imported and processed. They don't regenerate automatically.
If the summary headers linked to your contract change, the new headers apply to new conversations only. Existing conversations keep their original summaries.
Changing your summary headers
Summary headers are configured by evaluagent on your behalf. Up to five headers can be linked to your contract at a time, and changes apply to all new conversations across every channel — calls, chats, emails.
If you want to change which headers your contract uses, raise a request with your evaluagent administrator.
Troubleshooting
No summary on a conversation
A few things can cause this:
The conversation hasn't been processed yet
AI summaries aren't enabled on the integration
The conversation has no transcript (voice calls need to be transcribed first)
Summary looks out of date
Summaries are generated once and don't refresh. If you've recently changed your summary headers and want them applied, that only affects new conversations going forward.
Want to change which headers are linked
AI summary headers are managed by evaluagent. Raise a request with your evaluagent administrator if you want to change them.