Customizable summaries overview

AI-generated summary

Genesys Cloud's Agent Copilot summarization feature automatically generates immediate conversation summaries of customer interactions, enabling supervisors and quality managers to review interactions more efficiently while allowing agents to focus on customer experience. Organizations can customize summaries across multiple dimensions including writing style, conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights to capture business-relevant information. Administrators create and manage summarization configurations through AI Studio Summaries and apply them to Agent Copilots, with customization features also accessible via the Genesys Cloud API for developers. For interactions exceeding 15,000 tokens, the system summarizes the first 15,000 tokens, eliminating the need for manual agent notes while allowing subsequent manual editing if necessary. This functionality improves interaction capture accuracy and streamlines post-interaction workflows for quality assurance processes

PrerequisitesClick to expand

Agent Copilot‘s summarization feature provides immediate conversation summaries after interactions. This service enables more accurate interaction capture and faster review by supervisors or quality managers, allowing agents to focus on the customer experience. 

As an organization, you can use customization to match your own writing style and easily capture business-relevant information. The customization capabilities encompass important dimensions, including conciseness, format, Personally Identifiable information (PII) redaction, custom insights about the conversation. You can create summarization customization configurations in AI Studio Summaries and then apply them to Agent Copilots. 

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This feature is designed for administrators who can access the AI Studio Summaries to create and manage summary configurations. For API users, the customization features are also available through the Genesys Cloud API, with documentation provided in the Developer Center.

Summaries for long interactions

If an interaction transcript exceeds 64,000 characters, Genesys summarizes the equivalent of the first 64,000 characters of the interaction. This feature helps to eliminate the need for agents to create notes for long calls manually. This process completes the initial summary and agents can manually edit, if necessary.

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