Chat summarization in ServiceNow Otto for Public Sector Digital Services (PSDS)

Use the chat summarization feature in ServiceNow Otto for Public Sector Digital Services (PSDS) to automatically generate summaries of chat conversations in Virtual Agent. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript. This saves your requester from having to repeat information they provided to the Virtual Agent.

The chat summarization skill generates a condensed version of the conversation between live agents or between a requester and Virtual Agent. A chat summarization is auto-generated when:

• The conversation ends
• The agent uses the /summarize quick action in Agent Chat
• The user selects Chat Summarization or enters summarize chat in the Ask Otto field on the ServiceNow Otto panel
• An interaction is transferred from Virtual Agent to a live agent and the conversation is at least six lines long. The chat summarization displays in a summary card in the conversation.

In the playbook Interaction record, Chat Summary and Short Description fields are automatically generated after chat has ended. A blue box indicates that ServiceNow Otto for Public Sector Digital Services (PSDS) has modified the field value. When the system generates a summary and automatically populates the Chat summary field, it displays an AI icon above the field. The icon indicates that the summary is generated by AI. A banner displays at the top of the Interaction record. The message in the banner advises the agent to verify the summary for accuracy and update the information if it is not accurate.

When a chat summary is generated, it is automatically added to the Chat summary field on the Interaction record. An agent can modify and save the information in the Chat summary field.

Figure 1. Chat summarization in ServiceNow Otto for PSDS