Zoho has added two features to ZDialer, the dialer inside Zoho Voice: Live Call Transcription, which shows the conversation as text while the call runs, and AI Notes Assistant, which writes a call summary into Call Notes once the call ends. Zoho announced both on its blog on Nov. 11 and says they are live in ZDialer now.
The transcript appears as soon as the call connects, with each line time-stamped and laid out as a thread between the agent and the caller. It stays open after the call disconnects, while the agent works in the Call Notes window. AI Notes Assistant, which Zoho says is powered by ZLabs, fills the Notes section with a summary of what the caller reported, what was checked and how the call ended. The agent edits the draft, picks a disposition and saves. Users switch transcription on in ZDialer settings and can disable it mid-call; AI Notes is a setting the organisation turns on.
What it changes for sales and service teams
After-call notes are where activity records in the CRM get thin. Zoho makes the same point in its announcement, writing that without help “the call record ends up thinner than the conversation it came from.” Zoho already sells Call Intelligence for recorded calls. The new features move transcription into the live call, where an agent can check an account detail on screen instead of asking the caller to repeat it.
In our reading, the part worth copying is the review step. The summary is a suggestion the agent edits before saving, so a person still signs off on what reaches the customer record. We have argued that teams should add an author-type field to the CRM before agents write at volume, and a rep-approved AI summary is the case that field was built for. Buyers comparing call tools should also ask how transcripts are stored and how long they are kept, the question behind our call for written continuity terms from conversation-AI vendors.
Source: Zoho Blog
