Post-Call Summary

The Post-Call Summary widget leverages our AiQ Generative AI LLM technology to provide a concise Post-Call Summary of the important components in the agent-customer calls, including reason, next step, objections, and outcome.

With Post-Call Summary, contact center agents can eliminate manual after-call work and save time.

The Post-Call Summary widget dynamically generates a conversation summary between an agent and the customer based on API customizations.

Note:

A standard set of five colors is used in the widget to distinguish sections visually. These colors are applied in a loop to maintain consistency.

For example, the widget could contain the following sections:

• Reason – Reason for the call.

• Outcome – The outcome of the call as agreed during the conversation.

• Next step – Any follow-up to this call, if required, is displayed here.

• Objections – Any objection raised in the call.

• Summary – A summary of the entire conversation captured from the above topics that the agent had with the customer.

The Post-Call Summary widget allows the agent to perform the following actions when the call summary is displayed:

• Copy – The agent can copy the call summary content from any or all of the above topics. The agent can use the Copy All Notes button at the bottom of the widget to copy the complete content.

• Edit – The agent can edit the summarized content. If a topic has no content, an agent can add content or leave it as is. However, if any topic has some summarized content, the agent cannot delete and save a blank topic.

• Save – The agent can save the edited summary.

Notes:

• The Post-Call Summary widget only functions with Amazon Connect and Five9 for the following specified call types:

  • Outbound calls (tethered)

  • Inbound calls

  • Manual Outbound calls

• In Five9, to generate the Call Summary, the agent must click the End Call button in Five9 ADT and move to the ACW state.

• Call summarization is currently supported with US (en-US), Australian (en-AU), and British (en-GB) English language dialect.

• The following settings prevent the agent from seeing the summary data:

  • If Clear call if outcome option is enabled in Acqueon Workspace Amazon admin, and the agent selects the disposition before the call is disconnected, the ACW state is auto cleared, and the agent moves to the next state.

• Post-Call Summary widget is qualified with Salesforce OpenCTI. This widget does not work with Service Cloud Voice.

• If you receive a message as Invalid configuration, contact your Administrator for Amazon Cognito Configuration.