Attach recordings for transcription and summarization in Zendesk QA

You can now send your babelforce recording as a recording file / ticket attachment to Zendesk.

Advantages

This gives you the opportunity to:

• get a transcription of the call (with speaker separation between customer and your agent)
• get a summary of the transcription
• allowing it to be used inside of Zendesk QA*

Availability

We offer this feature in two actions inside of Global automations:

• Update a call ticket (TPE - Omnichannel)
• Update ticket

To enable the sending of the attachment, switch on “Attach recording” inside your Global automations module:

Good to know

The recordings are only forwarded to Zendesk QA if you use the action “Update a call ticket (TPE - Omnichannel)“.

The recording URL will automatically be filled with the Zendesk recording link if you turn on the attachment, so that even if you set the expression {call.recording.url}, it will be overwritten.

Zendesk ticket example

This is how the recording looks like added to a Zendesk ticket.

Zendesk QA example

This is how the transcript and summarization of the recording looks like in Zendesk QA.

*Zendesk QA activation and costs

Once you set up the integration, there is a feature flag in Zendesk QA that needs to be turned on by the QA account team to get the transcripts to generate.
Please email your Zendesk Account Manager with the request to turn it on.

For Zendesk QA transcription the costs depend on your package with Zendesk.
Find out more details in the Call transcription charges article from Zendesk.