How to summarize and follow up on a recorded call with AgencyBloc Intelligence (beta)

This article explains how to generate an AI summary of a recorded VOIP call and create follow-up Activities using AgencyBloc Intelligence in AMS+. AI Call Summaries is available on Individual Records for accounts with the Elvate package.

Requirements

• Your agency's AMS+ account must be subscribed to the Elevate package.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• To generate an AI call summary on an Individual Record:
  • You must be assigned to a Security Group with the Individual Visible and Edit permissions.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To view a saved AI call summary:
  • You must be assigned to a Security Group with the Individual Visible permission.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To create Activities:
  • You must be assigned to a Security Group with the Individual Visible and Edit permissions.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.

In this article

• Which calls can be summarized
• Generating a summary
• Creating Activities and managing next steps
• What to expect

Which calls can be summarized

• The call must have a recording and a completed transcript.
• The call must be 60 seconds or longer.
• Both inbound and outbound calls are supported.

Generating a summary

Call Summaries is accessed from the call detail page on an Individual Record. To get there:

Open an Individual Record and select the Communication tab.

Select Call Log from the dropdown.

Find the call you want to summarize. In the AI Summary column, select Generate AI Summary to open the call detail page and begin generation automatically.

Only calls with a recording of 60 seconds or longer and a completed transcript have this option.

You can also open a call's detail page by selecting its date and time, or by selecting the summary preview in the AI Summary column for calls that already have a generated summary.

The call detail page shows the call's metadata (date and time, direction, phone number, and caller), followed by the AgencyBloc Intelligence panel. The recording player and full transcript with speaker labels appear below that, in a Recording & Transcript section. 

A call can have more than one recording segment — for example a transfer or conference leg — and each segment has its own player and transcript.

For an eligible call, the panel shows a Generate AI Summary button. Select it to begin. AgencyBloc Intelligence processes the transcripts from all of the call's segments and returns two sections:

• Summary: A narrative overview of the call, five sentences or fewer.
• Next Steps: A list of suggested follow-up actions based on what was discussed.

The panel also shows who generated the summary and when. Once saved, the summary and next steps are immediately visible to anyone with access to the record.

If you open the call detail page for a call that already has a generated summary, the summary loads automatically. There is no option to regenerate it.

If generation fails instead, the panel shows "Unable to generate AI Summary. Please try again." Select Generate AI Summary again to retry.

Creating Activities and managing next steps

Suggested next steps appear in a Next Steps section on the call detail page.

Each step has two options:

• Generate Activity: Opens the Activity form pre-populated with the details from that step. Review the fields and save when ready.
• Remove: Dismisses the step. It will not reappear on future visits to this call.

To work through all suggested next steps at once, select Generate All. The Activity form opens for each step in sequence.

You can review, save, or skip each one before moving to the next. Any Activities you save are created immediately. Steps you skip remain in the list.

To add a follow-up not covered by the suggestions, select Create your own activity.

This opens a blank Activity form. Activities created this way appear under a User Generated heading, separate from the AI-suggested steps.

When all steps have been either turned into Activities or removed, the Next Steps section shows a cleared state. The summary and the Create your own activity option remain available.

When you create an Activity from a suggested next step, the step updates to show Activity created along with the Activity's status and due date. The option to generate that Activity again is removed.

What to expect

Calls that don't get a summary:

• Calls without a recording show Not Available in the AI Summary column. The date and time for these calls is not a link, and there is no option to generate a summary.
• If the recording is unavailable, no Generate AI Summary button appears.
• If transcription failed or is unavailable, no Generate AI Summary button appears.

Once a summary exists:

• Summaries are generated on demand. They are not created automatically when a call ends.
• A summary can't be regenerated or deleted once it is created.
• Any user with access to the record can view a saved summary.
• If you use Client Snapshot on Individual Records, it may pull in recent call summaries as part of that snapshot.