What is call summary?
The Yeastar P-Series Phone System offers AI-driven call summary feature that automatically generates a concise text overview of a phone conversation after the call has ended. It distills the key points and action items during the call, saving participants from having to take detailed notes or remember every detail.
What can you find in the call summary:
- Summary: A high-level overview of the conversation based on the transcribed text.
- Key Points: Automatically extracted highlights of the call, listed clearly for quick reference.
- To-Do: Action items or next-step tasks generated to remind attendees of required follow-ups.
How does call summary works?
The AI-powered call summary feature in Yeastar PBX works seamlessly with its AI Transcription capability to enhance user experience. Here’s a breakdown of the process and key points:
Prerequisites
For the Call Transcription and summary features to be available on a extension’s call interface, the following must be in place.
- Transcription Enabled in Management Portal: The administrator must have enabled the call transcription function.
- Active Transcription Service: The subscription plan for the Transcription service must be valid.
- Extension Permissions: The specific extension must have the necessary permissions to use this feature.
Summary Generation
The call summary is generated by the PBX’s integrated AI. It works by first using the call transcription feature to create a full, speaker-separated transcript of the call, and then analyzing that text to produce a condensed summary.
Accessing Transcripts & Summaries
Both the full transcript and the AI-generated call summary are automatically saved to the corresponding extension’s call logs once the call ends. They are then instantly synced across all Linkus clients (Mobile, Desktop, and Web), making it easy for users to access them from anywhere.
Furthermore, users have the flexibility to edit the call summary. This ensures the overview can be refined for maximum accuracy, helping to better guide and inform next steps.
Benefits of Call Summary in Contact Centers
Enhanced Agent Productivity & Efficiency
By eliminating the need for manual note-taking, agents can focus 100% on the customer during the call. This leads to more active listening, greater empathy, and more effective problem-solving. Furthermore, the AI-generated summary available immediately after the call drastically reduces post-call work (wrap-up time), enabling agents to prepare for the next customer more quickly.
Improved Customer Experience
With their attention freed from taking notes, agents can deliver a higher standard of service during the interaction. Additionally, they can quickly browse historical call summaries and logs to personalize their service, making every customer feel known and valued.
Superior Quality Assurance (QA) & Coaching
Call summaries allow supervisors to quickly review call abstracts, making it easy to identify trends, compliance issues, and coaching opportunities at scale. They can also distill winning strategies and effective phrasing from summaries of highly successful calls and share these best practices across the entire team.
Increased Revenue and Retention
The concise key points in a summary can highlight unmet customer needs or interests mentioned during a support call, helping to identify potential upsell or cross-sell opportunities. Moreover, better-prepared agents and access to prior context lead to higher First Call Resolution (FCR) rates — a major driver of customer satisfaction that also reduces operational costs and protects revenue.
Related Features
Complete Communications Solution
Available both in the cloud and on-premises, Yeastar P-Series Phone System unites calls, video, omnichannel messaging, integrations and more in one simple system for your seamless communications anywhere.
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