Skip to main content
AI Summary provides a set of APIs that enable you to extract insights from the wealth of data generated when your agents talk to your customers. AI Summary insights use ASAPP’s Generative AI (LLMs). Organizations use these insights to identify custom data, intents, topics, entities, sentiment drivers, and other structured data from every voice or chat (message) interaction between a customer and an agent. You can customize AI Summary to your specific use cases, such as workflow optimizations, trade confirmations, compliance monitoring, and quality assurance.

​
Insights and Data

With AI Summary, you can extract the following information:
InsightDescriptionThis enables you to
Free text summaryGenerates a concise text summary of each conversation
  • Reduces average handle time by eliminating post-call summarization.
  • Improves customer experience by allowing agents to focus on customers.
IntentsIdentifies the topic-level categorization of the customer’s primary issue or question
  • Optimizes operations by analyzing contact reasons.
  • Improves customer experience through better conversation routing.​
Structured DataExtract specific, customizable data points from a conversation:​
  • Question: Answers to predefined queries (e.g., “Was the customer issue resolved?”, “Did the agent follow the script?”)
  • Entities: Key information said in the conversation such as claim numbers, account details, approval dates, monetary amount, and more.
  • Automates data collection for analytics and reporting.
  • Facilitates compliance monitoring and quality assurance
  • Enables rapid population of CRMs and other business tools
  • Supports data-driven decision making and process improvement

​
Customizable

ASAPP designs AI Summary to be highly customizable to meet your specific business needs:
  • Free Text Summaries and Intents: We train these features on your historical conversation data for optimal performance.
  • Structured Data:
    • Questions: You have full control over the questions asked. Define any yes/no questions relevant to your business processes or compliance needs.
    • Entities: Configure the system to extract specific data points that matter most to your organization.
This level of customization ensures that AI Summary provides precisely the insights you need for your unique use cases.

​
Implementation

AI Summary requires conversation transcripts to evaluate. You have multiple methods available to provide transcripts:

Getting Started

Learn how to start using AI Summary