Omnichannel for Customer Service – Use AI summary for call quality management

We are launching the AI summary for call quality management feature for Omnichannel for Customer Service. This feature allows you to use AI to read closed conversations and voicemails to provide conversation summaries and other insights. This feature will reach general availability on April 17, 2025. How does this affect me? The closed conversation view will be updated automatically for all users and channels and will also include a new session visualizer labeled Conversation Journey. The Conversation Journey will show the primary agent for each session, and any consultants or monitors who joined later. These AI summaries of closed voice conversations and voicemails are aimed to make conversation reviews more efficient. What action do I need to take? This message is for awareness and no action is required. If you would like more information on this feature, please visit View call recordings and transcripts. Message ID: MC1051032

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