Live Summary

Real-time call summaries. Hassle-free admin.

Let your agents focus on conversations, not note-taking. Live Summary uses AI to instantly create real-time summaries of every call, cutting down on manual admin and giving agents more time to do what they do best: support customers.

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Wrap-up 8x faster

Cut end-of-call admin from e.g. 2 minutes to just 15 seconds. Let AI handle the writing, and give agents time back to support the next customer.

Improve data accuracy

Reduce human error with consistent, high-quality summaries that can be easily reviewed and edited before submission

Increase agent satisfaction

Less repetitive work means less stress. Agents feel more in control, more focused, and better supported, resulting in a smoother experience for both staff and customers.

Take some stress off your agents' shoulders.

Manual call wrap-up eats into valuable time. Live Summary creates a concise, AI-generated recap of each conversation. Agents simply click "Summarise" during the call, and within seconds, a ready-to-review summary appears, cutting wrap-up time, reducing AHT and giving agents more breathing room between calls.

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Stay compliant and consistent.

Each summary is fully editable, so agents can fine-tune the content to reflect their own understanding of the call. The result? More accurate notes, fewer errors, and stronger compliance, without the burden of manual documentation. Plus, all data is processed through a secure, EU-based transcription engine to support GDPR and regional data regulations.

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Tailored to every conversation.

In contact centres, not every call looks the same — and your summaries shouldn’t either. With Live Summary, you can configure different templates for different queues, so the structure and content of each summary match the type of query being handled. Whether it’s a quick billing question or a detailed claims discussion, agents get tailored summaries that capture what matters most. That means more relevant documentation, better support for quality assurance, and a smoother experience for every team — no matter how complex the operation.

See it in action

62%

Increase in CSAT

25%

Reduction in contact centre costs

44%

Improvement in customer retention

Explore the full Puzzel CX platform.

Live Summary is an add-on to Puzzel’s Co-Pilot — part of a powerful, AI-powered ecosystem designed to help your contact centre work smarter, act faster, and deliver more consistent customer experiences.

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Explore Co-Pilot

Natural language processing (NLP)

Uncover insights effortlessly.

Puzzel Conversational Analytics uses NLP to uncover the full value of every conversation. Using machine learning techniques such as classification and sentiment analysis, NLP interprets data from the ASR engine, delivering insights that improve call handling and service quality.

Automated speech recognition (ASR)

Turns speech into text.

Puzzle's proprietary ASR technology turns spoken language into accurate, readable text. This vital technology powers a range of tools that extract insights from every conversation, so you can make smarter decisions and manage conversations more effectively.

Generative AI

AI-driven insights.

Generative AI quickly summarizes customer conversations and highlights key trends, issues and opportunities. By automatically identifying areas for improvement, agents can optimize interactions, boost performance and increase both customer satisfaction and operational efficiency.

Get more value with Puzzel's complete ecosystem.

Puzzel Conversational Intelligence is part of the Puzzel CX ecosystem - an all-in-one solution designed to optimize every aspect of your contact center. From AI-powered analytics to seamless omnichannel support, Puzzel empowers your team to improve customer experiences and increase operational efficiency.

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What is Live Summary?

Live Summary is an AI-powered add-on to Puzzel’s Co-Pilot that automatically generates real-time summaries of customer calls. It helps agents reduce admin, improve documentation, and focus more on the customer.

How does Live Summary work?

Agents click a “Summarise” button during the call. AI then uses real-time transcription to create a concise summary, which is ready for agent review in seconds.

Is Live Summary suitable for regulated industries such as insurance or healthcare?

Yes. Live Summary is especially valuable for contact centres in documentation-heavy and regulated sectors such as insurance, banking, government, and healthcare. These industries often require accurate call records for compliance, audits, dispute resolution, and internal case handovers.

By generating fast, consistent, and editable AI summaries, Live Summary helps reduce risk, improve operational efficiency, and ensure critical conversations are documented to the highest standard.

Can agents edit the AI-generated summary?

Yes, every summary is fully editable. Agents can fine-tune the summary before finalising it, ensuring it reflects their view of the conversation.

Where are the summaries stored and how do I access them?

Submitted summaries are stored securely in the Puzzel Co-Pilot backend for a limited period (7 days by default) and made available via API or webhook. This means they can be automatically exported to your CRM, case management system, or other platforms, helping ensure consistency across tools and teams.

Is Live Summary available to all Puzzel users?

Live Summary is available as an add-on to Puzzel’s Co-Pilot. Contact your account manager or request a demo to see how it can work for your team.

Is the transcript of the call saved after the call has ended?

No. The real-time transcript is used only during the call to generate the summary and is deleted immediately after. That means there’s no lingering audio or text stored, helping you stay compliant with data protection policies and giving your customers extra peace of mind.

Can sensitive information such as names or numbers be removed from the summary?

Yes. Live Summary includes built-in redaction options to automatically remove known names, phone numbers, addresses, and other sensitive data from the transcript before summarisation. However, we believe that many customers will choose the unredacted version keeping key details — like dates, contact names, or agreements — to ensure the summary reflects the full context of the conversation. It’s flexible, so you can tailor it to what works best for your team and use case.

Can we customise how the summaries are structured?

Yes. You can configure what gets summarised and how the output is formatted based on your queues. For example, different departments can have tailored summary templates that match their specific quality standards or compliance needs — from short recaps to detailed case notes.

Elevate your interactions

See how Live Summary can support your team.

Yes, I'd like to improve my conversations with Live Summary.

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Real-time call summaries. Hassle-free admin.

Faster wrap-up. Better notes. Happier teams.

AI-powered call summaries that save time and improve accuracy.