Conversation Summarization

Get an AI-generated summary of any customer conversation — instantly.

When summaries are generated

Inbound calls

When a call comes in from a known customer, the system generates a real-time summary of all previous interactions before the call is answered. The voice agent starts the conversation with full context, and human agents get a briefing before they pick up.

On demand via Co-Pilot

Ask the Co-Pilot to summarise any customer's conversation history. Get a concise overview of what's been discussed, what's pending, and what the customer cares about — without reading through dozens of messages.

Customer profiles

Summaries incorporate AI memories and conversation history together. The AI connects the dots between facts it remembers and recent interactions to give you a complete picture.

What's included

• Key topics discussed across all channels
• Customer preferences and decisions
• Outstanding requests or follow-ups
• AI memories related to the customer
• Overall sentiment and relationship status

Why it matters

Reviewing a customer's full message history before a call takes minutes. A summary takes seconds. For teams handling dozens of conversations daily, this is the difference between being prepared and being caught off guard.