Use AI to generate wrap up code and notes summary

Now Assist automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while improving documentation quality and consistency.

Wrap up code and notes summary overview

AI-generated wrap up code and notes summary is a Now Assist capability that transforms the wrap up task from a manual to automatic process. When an Interaction enters the wrap up state, the Now Assist analyzes the transcript and suggests a wrap up code based on available codes. Now Assist also generates concise interaction wrap up notes based on the call transcript. Agents can accept the recommendations or enter their own wrap code and note summaries. Organizations can choose between automatically generated content from Now Assist, or a third-party CCaaS vendor. Alternatively, agents may enter the code and wrap up notes manually.

Admins can configure the feature to make it available for the agents to use. See Enable Now Assist to generate wrap up code and notes summary.

Key Features and benefit

Improved Agent Productivity:

Reduces after-call work time by automating summary writing and code selection. Streamlines the wrap up process with pre-populated recommendations that speed completion of required tasks.

Enhanced data quality and business insights

Ensures standardized, consistent summaries across all interaction notes. Improves categorization accuracy through comprehensive transcript analysis. Enables reliable reporting and trend analysis through consistent wrap-up codes.