Contact Centre Agent Assist and Call Summarisation

Transcribes customer calls, suggests answers to agents in real time and writes call summaries.

speech recognition LLMunverified

0named models

482candidates

1deployments

1in Indonesia

Named Models

The research names no model for this use case.

Where this comes from

Models the research names for this use case. Research, with sources on each model record.

Who Runs It

production, 1

PT Bank CIMB Niaga TbkCountry: IndonesiaContact Center AI Agent on Google Cloud Vertex AI, Jakarta region, built with Artefact (model not named)Vendor: Google Cloud; ArtefactproductionDate14 Apr 2026Launched; no results statedEvidence: company statementConfidence: lowSource: googlecloudpresscorner.com

Where this comes from

Documented uses by named organisations. The evidence column says who made the claim.

Candidate Models

SEA-HELM leaderboard, 58 models, SEA average

A general benchmark for this model class, not a test on this use case. SEA average and per-language (incl. Indonesian) scores for open-weight models. Higher is better. Showing 10 of 11.

Qwen3.6-35B-A3BAlibaba (Qwen) maintainer-run73.86

Qwen3.5-35B-A3BAlibaba (Qwen) maintainer-run73.55

gemma-3-27b-itGoogle maintainer-run64.54

Gemma-SEA-LION-v4-27B-ITAI Singapore maintainer-run64.35

gpt-oss-20bOpenAI maintainer-run60.64

Llama-3.3-70B-InstructMeta maintainer-run60.44

Qwen3-8BAlibaba (Qwen) maintainer-run60.33

GLM 4.7 FlashZ.ai (Zhipu) maintainer-run53.76

Gemma-3-4B-itGoogle maintainer-run47.84

Nemotron 3 Nano 30B-A3BNVIDIA maintainer-run46.89

050100

Nemotron-SEA-LION-v4.8-120B-A12BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron-SEA-LION-v4.8-30B-A3BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen-SEA-LION-v4.5-27B-ITAI Singapore, LLMReleasedMay 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen3.6-35B-A3BAlibaba (Qwen), LLMReleasedApr 2026open weightsruns on edgehas scoreslast 18 months

Qwen3-ASR-0.6BAlibaba (Qwen), speech recognitionReleasedJan 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen3-ASR-1.7BAlibaba (Qwen), speech recognitionReleasedJan 2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron 3 SuperNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron 3.5 Lightning 30B-A3BNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

gpt-oss-120bOpenAI, LLMReleasedAug 2025open weightsIndonesian statedhas scoreslast 18 months

Granite 4.2 8BIBM, LLMReleasedSep 2026open weightshas scoreslast 18 months

Showing 10 of 482. All models of this class

Where this comes from

Derived, not researched: models in the directory whose class matches a class this use case uses, excluding family records and models shut down or deprecated. Ranked by how many fit facts they meet, then by release date. Each fit fact is read from the model record.

Use Case

Industry: finance and insurance
Model classes: speech recognitionLLMunverified
Benchmarks or datasets: not in the notes
Regulatory notes: Surat Edaran Menkominfo 9/2023 Etika Kecerdasan Artifisial, Kementerian Komunikasi dan Informatika (now Kementerian Komunikasi dan Digital)Contact centre agent assist and call summarisation is an AI-based service run by an electronic system operator, and the circular asks such operators to build and use AI on the values of inclusivity, transparency, humanity and security.
UU 27/2022 Pelindungan Data Pribadi, DPR and President of the Republic of Indonesia (administered by Kementerian Komunikasi dan Digital)Contact centre agent assist and call summarisation processes personal and financial data of customers, which the law treats as a specific category of personal data, so the controller needs a lawful basis, must protect the data and must honour data subject rights.
Tata Kelola Kecerdasan Artifisial Perbankan Indonesia (2025 guideline), Otoritas Jasa Keuangan (OJK)Contact centre agent assist and call summarisation is an AI use in banking, which OJK's AI governance guideline covers across the AI life cycle, including bias, explainability and cyber risk.
POJK 11/POJK.03/2022 Penyelenggaraan Teknologi Informasi oleh Bank Umum, Otoritas Jasa Keuangan (OJK)Contact centre agent assist and call summarisation is part of a commercial bank's information technology, which this regulation subjects to IT governance, risk management, cyber security and rules on using IT service providers.
POJK 22/2023 Pelindungan Konsumen dan Masyarakat di Sektor Jasa Keuangan, Otoritas Jasa Keuangan (OJK)Contact centre agent assist and call summarisation deals directly with financial consumers, so the provider's duties on fair treatment, clear information, data protection and complaint handling apply.
EU AI Act, Regulation (EU) 2024/1689 (international), European UnionContact centre agent assist and call summarisation lets people talk to an AI system, and the EU AI Act requires that people are told they are interacting with AI; relevant when offered in the EU.

Where this comes from

From the industry tracks T08 to T10 of the research notes.

R&D Topics

Links to R&D topics are awaiting review.

Where this comes from

Which R&D topics would most change this use case. Drafted by Claude from the topic definitions and the use case; proposed until approved.

Incidents

Alleged AI-Powered Call Center Breach Exposes Over 10 Million Conversations in the Middle EastMiddle East, 2024-10-08, privacyAn AI-powered call center platform in the Middle East reportedly experienced a significant data breach, allegedly exposing over 10 million conversations between consumers, operators, and AI agents.
AI-Powered Transcription Services Allegedly Leak Confidential Workplace Discussions2024-10-02, privacyAI-powered meeting assistants, such as Otter.ai's OtterPilot and Zoom's AI Companion, have reportedly shared sensitive and private conversations beyond the intended audience.

Where this comes from

Documented failures, harms or misuse in this kind of use, Indonesia first, then the region, then well-known cases elsewhere (AI Incident Database, OECD AI incidents monitor, reputable news). Not a claim about any deployment listed here.

Opportunities

Opportunities are awaiting review.

Where this comes from

Gaps found by rule in what the directory holds for this use case. Each is a proposal for review.

Sources

cloud.google.com/transform/101-real-world-generative-ai-use-ca... https://cloud.google.com/transform/101-real-world-generative-ai-use-cases-from-industry-leaders

To cite this page: Project AURION, AI Use-Cases Research & Innovation, "Contact Centre Agent Assist and Call Summarisation", https://aurion.semai.id/usecases/fin-contact-centre-agent-assist/, records of October 2026.

Contact Centre Agent Assist and Call Summarisation

Named Models

Who Runs It

Candidate Models

SEA-HELM leaderboard, 58 models, SEA average

Links

Deployments 1

Sources