Automatic call summarization in Vonage Premier for Service Cloud Voice

1 Overview
2 Prerequisites
- 2.1 Custom Voice Extension users
3 Configuration

Provisioned feature

The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.

Overview

Automatic call summarization (powered by Google Gemini AI, previously known as Bard) allows users to integrate a call summarization component directly into their voice call records, reducing the time spent on manual data entry after their calls. For both inbound and outbound calls, once the call concludes, the system automatically generates and populates a summary from the transcript. Users maintain full control with the ability to refine the generated text or add custom notes as needed.

Note

Overwriting risk
The summary populates the Automatic Call Summary field and automatically refreshes the record when generated. To avoid loss of data, do not enter manual notes in the field until the automated summary has appeared as the refresh overwrites all unsaved text.
Consults and transfers
Agents only see a summary for the portion of the call they participated in. Summaries do not move from one call record to another if a call is transferred.
Audio required
The system creates summaries using transcripts. If it detects no speech (utterance), it cannot generate a result. In these cases, a toast message will notify you that a summary is not available.

Prerequisites

Service Cloud Voice Package must be upgraded to version 25.104.
Requires Real-Time Transcription. The summary is generated from transcripts.

Custom Voice Extension users

Custom Voice Extensions users must add the Vonage Message Processor component to the Voice extension. See Configuring a voice extension in Vonage Premier for Service Cloud Voice.

Configuration

Salesforce configuration

The following configuration steps are performed in Salesforce. Unlike standard configurations, these settings are specific to the VCC workflow and are not found in Salesforce documentation. You must perform these steps exactly as outlined below to ensure proper integration.

To configure Automatic Call Summarization:

Ensure that you are logged into your Salesforce org as an administrator.
Navigate to Setup > Object Manager > Voice Call.
Click Voice Call > Page Layout > Voice Call Layout.
From the Fields tab, find Automatic Call Summary and pull the field onto the Call Notes section
Click Save.