Call Transcripts and Summaries allow agents to provide better customer service as they can focus on listening to the customer and consistently follow up as the summary captures the key action items. This feature also helps account holders drive consistency across their agents. We recommend that account holders review call summaries at an agent level to identify coaching opportunities and provide feedback to agents.
Note: For more information on how to enable and disable this feature, check out Power-Up: Call Recording, Transcripts and Summaries.
How it Works
After making a call via the FUB Dialer, we generate a transcript of the call using a third-party transcription service. This transcript is then sent to a Zillow-hosted large language model to generate a summary with key action items.
The transcript and summary are then returned and stored by FUB within 15 minutes of the call being completed.
Editing the Call Summary
Quick Edits
To edit a call summary, hover over the line you would like to edit > select the edit pencil > make necessary changes > green checkmark to save changes.
Deleting a Summary Line
To delete a summary line, hover over the line you would like to delete > select the trash can > delete.
Creating a Task from the Suggested Tasks
Quickly add a suggested task to your tasks list within FUB. To do this, hover over the desired suggested task > select the + symbol > edit the title (optional) > select the task type > assignee > date and time > create task.
The task will automatically be added to the tasks section on the right-hand side of the lead profile. Additionally, the suggested task will appear green with a checkmark to indicate that a task has been successfully created.
AI Call Summaries Webinar