AutoSummary

Use AutoSummary to extract insights and data from your conversations

AutoSummary provides a set of APIs to enable you to extract insights from the wealth of data generated when your agents talk to your customers.

AutoSummary insights are powered by 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.

AutoSummary can be customized to your specific use cases such as workflows optimizations, trade confirmations, compliance monitoring and quality assurance etc.

Insights and Data

With AutoSummary, you can extract the following information:

Insight	Description	This enables you to
Free text summary	Generates 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.
Intents	Identifies 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 Data	Extract 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

AutoSummary is designed to be highly customizable to meet your specific business needs:

• Free Text Summaries and Intents: 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 AutoSummary provides precisely the insights you need for your unique use cases.

Implementation

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

• API (Real-Time): Use the conversation API to upload conversations. This approach is addressed in the Getting Started.
• AutoTranscribe (speech-to-text service): Use ASAPP’s AutoTranscribe to transcribe your phone calls.
• Salesforce plugin (for free text summaries only): If using Salesforce Chat, install our plugin to automatically handle the API interactions. Only free text summary supported.

Getting Started

Learn how to start using AutoSummary