About Summarization Using Now Assist

Saeka
Kilo Sage

Monday

Hello,

 

I want to use Now Assist to summarize cases.

So I cloned the OOTB "Case summarization" skill and configured it to output using my intended template.

 

When a customer asks a question in an activity, I want that question to be output in the summary.

However, questions from agents are also being output.

In other words, it seems unable to distinguish between agents and customers.

 

Could you please advise on how this distinction can be made?

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UmesH77
Tera Expert

Monday

hello @Saeka ,

What do you want like  execution in now assist panel or incident form .

just provide clear use case according that I will suggest answer.

 

regards, 

Umesh.

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