Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin, Analyst
After each call where both Krisp Microphone and Krisp Speaker were active, Krisp automatically generates a structured post-call summary based on the call transcript. The summary is available in the Admin Portal in each call details page.
The default set of summary sections covers the most common information contact centers need for documentation and coaching. Admins can add or remove sections directly from the Admin Portal.
Info
Not all calls produce a summary. For a full list of conditions and error messages that affect summary generation, see Krisp AI Speech Analytics and Agent Assist summary requirements.
Default summary sections
| Section | What it contains |
|---|---|
| Key Points | A bullet-style summary of the main customer requests or issues and how the agent addressed them. |
| Call Type | A short label capturing the primary purpose of the call (for example: billing dispute, insurance coverage inquiry, claim denial). |
| Call Reason | A sentence describing the specific reason the customer called. |
| Agent Actions | A bullet list of actions the agent took during the call and the outcomes of those actions. |
| Constraints | Any limitations or blockers the agent encountered during the call. Returns "N/A" if none were identified. |
| Follow-up | Actions that were not completed during the call and need to be addressed afterward. Returns "N/A" if none were identified. |
Personal information in summaries
How personal information appears in the Admin Portal depends on whether PII Redaction is enabled for your team. To manage this setting:
- Go to Team Settings >>> Call Content >>> Content Management.
- Adjust the PII Redaction toggle.
Depending on your selection:
- PII Redaction on: Personal information (such as dates of birth, account numbers, or phone numbers) appears as placeholders rather than actual values in the summary.
- PII Redaction off: Actual values are visible in the summary as captured in the call transcript.
Customization
Admins can add or remove sections from the summary template directly in the Admin Portal, without contacting the Krisp team. To manage the template, go to Products >>> Speech Analytics >>> Manage summary template. Additional sections available to add include Short Summary (a 2–3 sentence overview of the call) and Conversation Results (a bullet list of what the customer gained from the call), among others. Note that any changes to the template apply to both Speech Analytics and Agent Assist, so if your team uses both, review how changes affect the agent-facing view before applying them.
Not all customization is possible through the template editor. Entirely new custom sections specific to your operation, such as a medication field for healthcare teams or a booking reference field for travel operations, require coordination with the Krisp team. Custom requirements can be submitted in any format.
Hint
If you'd like to submit a customization request:
- If Speech Analytics is not yet enabled for your team: Contact your Account Executive or reach out to sales@krisp.ai.
- If your team is already using Speech Analytics: Contact the Customer Engineering team at support@krisp.ai.