Why paylod structure for message type rich is diffrent for same task under sys_cs_conversation

[priyazess]

now/sow/record/sys_cs_conversation/6ebf26a393981a50936b75dcebba106b/params/selected-tab-index/1. this lands you to the conversation message under one interaction. Here I wanted to create a summary of the entire conversation.

The issue I am facing is parsing the paylod for different task in below format: 

"user": "customer",
				"speaker_name": "Customer",
				"text": "ddddddd",
				"datetime": "2021-11-03T23:26:59.9947154Z"
			},
			{
				"user": "agent",
				"user_type": "live",
				"speaker_name": "John Doe",
				"text": "ffffffffff",
				"datetime": "2021-11-03T23:26:59.9947154Z"
			},
			{
				"user": "agent",
				"user_type": "virtual",
				"speaker_name": "virtual agent",
				"text": "xxxxxx",
				"datetime": "2021-11-03T23:26:59.9947154Z"
			},
			{
				"user": "customer",
				"speaker_name": "Customer",
				"text": "gxy001@hotmail.com",
				"datetime": "2021-11-03T23:26:59.9947154Z"
			},
			{
			       "user": "system",
			       "speaker_name": "System",
			       "tags": ["customerendconversation", "customerdisconnected"],
			       "datetime": "2021-11-03T23:26:59.9947154Z"
			}

Can someone help me where can I get these information for a conversation associated with one interaction? 

[Lynda1]

Why not just use the Transcript that is available on every chat interaction?