AI Summary tab
The AI Summary tab displays an AI-generated summary of the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., to allow you to understand the main points brought up by the customer and the agent.
When you select an interaction, a summary of the interaction's transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. is generated. When the summary is ready, it is displayed in the AI Summary tab.
Summaries are cached for seven days after they are generated. If you or another user accesses the interaction during this time, the cached summary is displayed, improving response time. After seven days, the summary is permanently deleted, and is generated again when the user selects the interaction.
The AI Summary is generated using the first 4096 words of the transcription. If the transcription is longer, a message appears at the bottom of the AI Summary tab indicating that the summary reflects only the first 4096 words.
