Here is an outline of our call summarization, Smart Notes, and tagging feature, which is part of our Conversation Intelligence suite. Learn how to configure and customize automatic call summaries and tags.
User Level:
Admin
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Automating Post-Call Work
Call Summaries
For an agent who completes dozens of calls in a typical work shift, manually summarizing points for each call becomes needlessly repetitive. Our post-call summaries automate this process, even giving you the option to paste generated summaries into call notes.
Agents can view generated call summaries through the call history on their desktop Phone app, on the selected Call Detail screen. Analysts and admin can access a more detailed view which includes the call summary and other Conversation Intelligence features from Analytics dashboards.
AI generated tags will be marked with an icon to distinguish them from manually selected tags.
From your Analytics dashboard, find a call within the call log table and select Call Details.
The Call Details page will have the call summary along with call tags, transcription, recording, topic extraction, and more.
Copy to Call Notes
Within the Call Detail screen of a call that has taken place on your desktop app, you can navigate to the AI Conversation Intelligence tab for more options. From here, you can copy the call summary or paste it into call notes.
Select the left icon to add the summary to the call's Notes.
If there is existing content in the Notes field, the summary will be appended after a line break.
Select the right icon to instead copy the summary to your clipboard.
Select Confirm to save changes.
Call summary and copy to notes features are not available on our mobile app.
Smart Notes
Our AI smart notes feature automates note taking for Conversation Intelligence users. Manual agent notes become optional, with AI handling important call insights such as deadlines, action items, open questions, and more.
Smart Notes Settings
Admin can clarify which section blocks should be included in the smart notes breakdown. Blocks that are checked to include will be included in the AI prompt which analyzes the call transcript.
Edit Note Settings:
From the dashboard, go to Account > Settings.
Select the Conversation Intelligence tab and scroll to Notes & Tagging.
Uncheck any sections you do not want to include.
Call Details will stay selected by default.
Save Changes.
Access Smart Notes
On a Call Detail page within Analytics or via one of our calling apps, you will be able to see the AI smart notes breakdown in addition to any notes manually added by the agent. All notes will be located in the dedicated Notes tab, with AI notes clearly marked and classified into relevant sections. Bullet points are used to avoid cluttered text blocking.
Notes Breakdown
There are 6 section blocks included in the AI Smart Notes section of the Notes tab of Call Detail:
Call Details – Significant updates and general information, such as participants on the call
Action Items – A list of followup tasks identified within the call
Decisions Made – A list of points that were agreed upon during the call
Open Questions – Questions which require followup after the end of a call
Important Dates and Deadlines – Dates and times identified in the call and the business events they are linked to
Risks and Issues – Potential business risks or issues identified during the call
Setup
Prerequisites
Conversation Intelligence is part of your current CloudTalk plan.
Call recording is enabled for desired numbers.
Configure Notes & Tagging
From the dashboard, navigate to Account > Settings > AI Conversation Intelligence.
Ensure Notes & Tagging is switched
On.
For Smart Notes, select the key details you want the AI to capture in call summaries, such as decisions made, customer feedback, action items, risks, and unresolved questions.
For Tags, type and select tags to include in auto-tagging.
These must be existing call tags for the company.
Only tags included as options here will be considered by the model. If no tags are added, tags will not be added automatically.
Save Changes.
Adding Contextual Descriptions for Tags in Dashboard Settings
To improve the accuracy of AI-applied tags, you can now add a brief description for each tag in the dashboard settings. These descriptions provide context on the tag’s purpose, such as acronym meanings or specific usage scenarios, helping the AI apply tags more effectively during call analysis.
From the dashboard, navigate to Account > Settings > General.
In the Tags / Call Dispositions, find the tag you want to provide context for.
In the Description field, add a brief note explaining the tag’s purpose or usage.
Example:
Customer requested help with using product features.A free-text description (up to 100 characters) can be added for each tag.
This description provides context that the AI uses during call analysis to enhance tagging accuracy.
Any descriptions added to existing tags will be factored into future call processing by the AI.
Save Changes.
Only tags listed in the AI Conversation Intelligence section will be considered by the AI for call analysis. Be sure to include all relevant tags here, as any tag not listed will not be automatically recognized or applied by the model.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!