AI to provide summaries of conversation with client/customers via all forms of communication. This would take the place of an agent taking a lot of time going back in the contact history to see what happened recently (listening to hour long phone calls) & what's expected next; sentiment, key points, expectations, recommended tasks.

This would also require AI generated call & voice mail summaries.

Recommendations:

1) This should be added as an internal note conversation history only visible in agent's view.

2) This note should be editable w/ audit log of edits.

3) This should be filterable - Select "Filters" > "Conversations" > "AI Summary" & "AI Notes"