Chat summarization

Use the chat summarization feature to automatically create summaries of chat conversations. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation.

At the completion of a chat conversation, the system automatically generates a chat summary and adds it to the Chat summary field on the Interaction record. This summary is created from the transcript of the chat conversation.

The system calls the chat summary prediction, which generates the summary from predicted values and updates the Chat summary field. It also displays the summary as a top recommendation for this field.

An agent can modify and save the information in the Chat summary field. To revert the summary to the predicted value, the agent can select the value in the top recommendation.

The chat summarization feature works with or without chat wrap-up enabled. For more information, see Interaction wrap up.

AI indicators

When the system generates a summary and automatically populates the Chat summary field, it also does the following:

• Displays an AI icon above the field which indicates that the summary is generated by AI.
• Displays a banner at the top of the Interaction record. The message in the banner advises the agent to check the summary and update the information if it is not accurate.

The agent can dismiss the banner. If the agent manually updates the Chat summary field, the AI icon is no longer displayed.