Read the summary of a contact in the new media player

IMPORTANT The information on this page is about the AI Interaction Summary tab in the new media player. For information about AI Interaction Summaries in the classic media player, go here: View AI insights for a contact in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

The AI Interaction Summary tab in the new media player summarizes the contact. Most summaries are approximately 150 words, but some summaries might be longer or shorter depending on the length of the contact’s transcript.

Prerequisites

Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
Your organization has opted in to access the new media player.
You have the View Contacts and View Speech to Text Analytics permissions.
The contact has a transcript. This transcript can be either the transcription of an audio contact or the text record of a digital contact like a chat or email exchange.
(For audio contacts) An administrator has created an ongoing Analytics speech-to-text task with AI Interaction Summary enabled (see Turn on Interaction Summary or Create Analytics tasks).
(For digital contacts) An administrator has created an Interaction Summary - Digital Contacts task (see Create Analytics tasks).

Page location

New media player > AI interaction summary tab. You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags

Procedure

Copy a summary

Click the Copy icon.