time back
Writing up after the call is a thing of the past.
- The summary is there before the next call
- After a check your colleague can move on to the next contact
Unexus Connect · Automatic Summaries
the summary is ready before your next call
Customer contact is all about listening and asking the next question. Good notes take time. Automatic Summaries takes that work over, so your colleague can keep their attention on the caller.
what it is
Every call is turned into a clear paragraph with the gist, the context and the action points. It appears in the customer contact history in Unexus Connect and can be pushed on to the system where it belongs.
It is part of Unexus Connect, so there is no second system alongside. It is not on by default: you switch it on for one team, a pilot group, or the whole organisation at once.
what you get out of it
why you want automatic summaries
better handovers
Actions, agreements and context are there immediately.
- Quicker to pick up for whoever finishes it
- Including when that is a colleague
a complete customer picture
The summary lands where you need it.
- Visible in the customer contact history
- Optionally pushed on to your customer database or case system
- Including ViewPoint by Itris, Embrace and Aareon
better conversations
Your colleague listens instead of types.
- Full attention on the caller
- Fewer rushed conversations
consistent text
Every summary has the same tone and structure.
- The prompt decides what is always in there
- Adjustable whenever you want
insight into what is going on
Summaries are a source for reporting.
- See what the questions are about
- Usable for BI and trend analysis
questions you probably have by now
What happens when a call covers several topics?
The summary looks at the whole conversation and works context and turns into one coherent whole. How that plays out on long or complicated calls depends on the prompt you set.
Can the tone and the structure be adjusted?
Yes. The summary comes from a prompt that matches your process and the way you write. Which parts always come back and how detailed it is, you set up front and can change later.
What does my colleague see, and what can they still change?
They see the summary in Unexus Connect or in a connected system. The content stays under their control: AI delivers the text, the person decides what happens with it.
How reliable is it with accents and difficult calls?
The transcript comes from speech recognition and is summarised after that. How it performs on unusual calls is best judged in a pilot on your own conversations.
What does it mean that conversation data is processed briefly?
Microsoft does not store the audio or the transcript and does not train on them. What stays in your own environment is the call recording and the summary. How long they are kept follows the retention periods you set yourself.
how it works
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step 1
the call comes in
A call arrives in Unexus Connect, just as it always did.
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step 2
speech becomes text
Azure Speech turns the audio into a transcript.
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step 3
AI summarises
Azure OpenAI turns that into a compact paragraph, following the prompt that fits your process.
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step 4
the text lands
The summary appears in the customer contact history and can go straight on to your customer database, CRM or case system.
AI delivers the text, and your colleague decides what happens with it.
the technical side
for your IT colleague
what happens to the audio
Microsoft does not store the audio or the transcript and does not train on them. What stays in your own environment is the call recording, for the retention period you set, and the summary. The recording can be deleted automatically as soon as the summary is made.
what it needs
Automatic Summaries works on telephony and only on recorded calls: no recording, no summary. So the way you have set recording up also decides what goes in, including the choice between opt-in and opt-out and pausing a recording.
off by default, on per queue
The feature is off by default and you switch it on per queue. Processing runs through Azure Speech and Azure OpenAI inside the European Union, and nothing is trained on your data. Azure OpenAI is a Microsoft service: your data does not go to the company OpenAI.
DPIA and the EU AI Act
This is not a high-risk application under the EU AI Act. There is no automated decision-making and no profiling: what comes out is descriptive text that your colleague reads and checks. For your own DPIA or privacy scan we supply the technical processing description.
what you set yourself
The prompt decides the tone, the structure and how detailed the summary is. You set it up front and can adjust it later. We tune it to your organisation at the start. How long a summary stays available follows the retention period of the contact history, which you set yourself.
where it can go
Visible in the customer contact history in Unexus Connect, and optionally pushed on to your customer database or case system. Including ViewPoint by Itris, Embrace and Aareon.
looking further
this connects to
shall we show it on your conversations?
Half an hour about how your team takes notes today and where they have to end up. After that you know whether this saves time.
No obligations. Would you rather look around on your own first? The hard facts are on security & compliance.
