Using Fill in with AI and Voice Notes
The call screen has two helpers that use artificial intelligence (AI): Fill in with AI, which reads what you pasted or typed into a new call's Details and proposes how to fill in the call, and Voice note, which writes down what you say as a note in the Details. Both work on the Details document of the call screen, and neither changes anything you have not seen first.
What is Fill in with AI on the call screen?
Fill in with AI is a button in the heading of the Details document on the New call screen. Paste the customer's e-mail into the Details, or type what they told you, then select Fill in with AI: the AI reads the words and the pictures in the Details and proposes the call's Comment, its Type, the other fields your company chose, and a tidy layout of the Details under clear headings.
The proposals open in a panel beside the Details, in the place of the Resolution document, one card per field. Each card shows what the field holds now, what the AI proposes and why, in a line. Nothing changes until you select Apply: you can untick any card you do not want, and Discard puts everything back as you typed it.
Fill in with AI is for new calls only: the button is not on a call that has already been saved. Use it before you select Save call. The button is on every new call even when the AI is not switched on for you; selecting it then opens a panel saying what it does and who can switch it on.
It saves typing on the calls that arrive as a long e-mail: the AI picks out the one-line summary for the Comment and the right call type, so you check rather than write.
What is a voice note on a call?
Voice note is a button on the toolbar of the Details document, beside Note, on every call: a new call and a saved one. Select Voice note, say what happened, select Done, and the words are written into the Details as a note, under the same dated line Note adds, with your name, the time and the date.
While you talk, a small recording bar floats at the foot of the Details with the time running, Cancel and Done. A voice note can be up to three minutes long. It is useful for writing up a phone call while it is fresh, without typing it. The Voice note button is there even when voice notes are not switched on for you; selecting it then says what voice notes are and who can switch them on.
A voice note only ever adds to the end of the Details; it never changes what is already there. Log by voice on a customer's screen is a different feature: it logs a whole new call by talking it through, rather than adding a note to a call you already have open (Using the Log by Voice Button).
Which fields can Fill in with AI fill in?
Fill in with AI can propose only the fields your system administrator has switched on for it. Unless your company has changed it, those are the Comment and the Type, and the AI also lays out the Details under headings.
Your system administrator chooses which call fields Fill in with AI may fill in, how it should choose each one, and the headings for the Details, on the Call fields tab of Administration › AI context. Besides the Comment and Type, they can switch on Charge, Job group, Customer ref, P.O. number, Priority, Job status, Work type, Cost centre and your company's own custom fields, except photos. They can also tell the AI to leave a field alone when you have already filled it in, so a value you typed before pressing the button is not replaced.
A field that is on the Analysis section, or not on your form's layout at all, can still be proposed: its card in the panel says where the field is. Fill in with AI never proposes the customer, the Contact name, Phone, E-mail or Mobile, the call's Status, or the Follow up and its date, though a proposed Type you accept sets the type's own Follow up, as picking that type by hand does.
What do the AI marks on the call screen mean?
While Fill in with AI is working, the call screen marks the fields it is using, so you can see what is held and what is yours.
- A padlock beside a field's name: the AI is reading the Details, or its proposal for that field is waiting for you. The field cannot be changed until you select Apply, Discard or Cancel. Clicking it says why in the panel.
- A ✦ mark (a small star) beside a field, while the panel is open: the field is showing the AI's proposal, not yet applied. Untick the field's card to see what it held before.
- A ✦ mark after you select Apply: the AI filled the field in. Its tooltip reads "Filled in by AI from the details. The mark goes when you change the field or save the call."
- "Laid out by AI" and, for example, "3 filled in by AI" in the Details heading: the AI's layout and the number of fields it filled.
The marks are only on your screen and are never saved with the call; saving the call removes them.
Can I use Fill in with AI and a voice note together?
Yes, one after the other, but not at the same moment, because both write into the Details. While a voice note is being recorded or written down, Fill in with AI says "A voice note is being recorded for these details: press Done or Cancel first." While Fill in with AI is reading the Details or its proposals are open, Voice note says "Fill in with AI has the details just now: Apply, Discard or Cancel it first."
If you want the AI to read a voice note too, record it first and then select Fill in with AI: the AI reads the note with everything else in the Details.
Is anything saved before I select Save call?
No. Everything Fill in with AI and a voice note do stays on your screen until you select Save call on a new call, or Save on a saved one, exactly like your own typing. Until then you can change or delete any of it, and Cancel on a new call throws the whole call away.
A recording is kept only in this window while its words are on their way. Once the words are in the Details, the recording itself is gone: ABM Service never stores what you said, only the words.