New in CX Manager: AI Summary Studio
September 22, 2026
Every transcript summarised the way you want
Every organisation needs something slightly different from a call summary.
A clinic wants the follow-up actions. A compliance team wants proof the right disclosures were read out. A retailer wants to know what the customer pushed back on.
AI Summary Studio in CX Manager is built around that difference.
Instead of one fixed summary format, you create a template once, choosing the sections that matter to your business, and CX Manager applies it to every recording from then on.
Start from the essentials: Brief summary, Questions asked, Actions & follow-ups, Knowledge base additions, Detailed summary, then draw on the wider section library to go further:
- Sentiment & mood
- Compliance & disclosures
- Data captured
- Objections & handling
- Risk & escalation
- Outcome & resolution
- CRM field updates
- Promises made
- Coaching notes
Each template also has a voice.
You can set summaries to…
- Concise
- Business
- Legal
- Educational
- Detailed
- Plain English
…so the same call can be written up for a supervisor, a compliance file or a patient record without anyone rewriting a word.
What this means for your industry
The section library and voice settings you choose will naturally differ based on what your organisation actually handles.
Here is what a well-built template might look like in practice.
Healthcare and allied health
A template built from Questions asked, Actions & follow-ups and Data captured turns a patient call into a clean, structured record: what was asked, what was agreed, and the booking, referral or medication details that need chasing up.
Set the voice to Plain English for anything that might reach a patient, or Educational for a note a clinician can act on without re-listening to the call.
Financial services and insurance
Pair Compliance & disclosures with Data captured and Outcome & resolution, and every call produces a structured, defensible record: the statements that were read, the account and claim details involved, and exactly how it was resolved.
Add Risk & escalation to flag complaints or churn signals for a manager, and Promises made so a commitment given on a call is never the thing that gets missed.
Set the voice to Legal or Business for a record that holds up under audit.
Retail and e-commerce
At high call volumes, a template built from Sentiment & mood, Objections & handling and Outcome & resolution turns individual calls into visible patterns: where sentiment is dropping, what customers are pushing back on, and whether issues are actually getting resolved.
CRM field updates format the summary so it can drop straight into your existing systems, and Knowledge base additions turn recurring customer questions into ready-made content for your help centre.
Concise voice keeps supervisor reviews fast even at scale.
Built once, applied everywhere
A template is not a one-off setting. Build it once for a call type, “New enquiry”, “Complaint”, “Renewal”, and every recording of that type is summarised the same way, in the same structure, in the voice you chose, without anyone touching a keyboard.