We would like more control over what is presented in the AI Summary for inbound phone calls.
Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.
Example use cases:
-
Identification number
-
Store number
-
Customer ID
-
Order number
-
Selected menu option / routing path
If these attributes are captured during the conversation or workflow, it would be extremely helpful to:
-
Include them automatically in the AI Summary
-
Control how they are formatted/presented
-
Prioritize important operational data at the top of the summary
Example:
“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”
This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.