Configure call summarization

Configure Call Summarization to automatically generate summaries of agent-customer calls within the Active Chat window to capture key details for better agent follow-up and record keeping.

Before you begin

Role required: admin

Call summarization is generated from the information that you enter in the following fields:

• Conversation Transcript
• Short Description (automatically populated at the end of call)
• Chat Summary (automatically populated at the end of call)
• Integration setup:
  Note:

  Verify that your telephony or call center system is integrated with ServiceNow if call data needs to be captured directly. For more information, see Interaction Controls Component (ICC) for voice calls and Integrating contact centers with Interaction Controls Component (ICC) for callbacks.Additionally, set your status as Available in CSM Configurable Workspace to be able to receive call requests from customers.

Any modifications to the names or labels of these fields can result in issues with summarization generation.

Note:

You cannot modify a skill's input data source in base system. However, you can clone the skill in Now Assist Skill Kit.

Procedure

1. Navigate to Admin > Now Assist Admin > Now Assist Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Call Summarization skill.
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select Define Triggers and switch the toggles to choose how and when the summarization is configured.

   Table 1. Table 1: Triggers for the call summarization skill

   Trigger	Description
   Live Agent to Live Agent handoff	Call summary that is generated when the call handoff is done from a live agent to a live agent.
   Call wrap-up	Call summary that is generated when the live agent or the user ends the chat. The Chat summary field is updated for the interaction.
   Short description	Short description field that is updated for the interaction when the live agent or the user ends the call.
   Task creation	Short description and Description fields that are auto-populated on the task record when a task is created from an interaction.

   You can also select toggle a property that controls how a call summary is displayed.

   Table 2. Table 2: Property for the call summarization skill

   Property	Description
   Bulleted list	Call summary as an unordered list.

5. Select Define access to determine who can access this skill.

   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

   Default and Custom Roles:

   • If no changes are made, the default role- sn_customerservice_agent or sn_customerservice.consumer_agent will automatically appear in Define Access and Select Display.
   • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
   • If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
     Note:

     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
6. Select Display to determine where the resolution notes appear.
   • Select In-product desktop to display Now Assist skills on forms and workspaces.
   • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
7. After selecting Review and Activate to examine changes, select Done to close the Call Summarization generation settings.
8. Select Activate to turn on the skill for agents and complete the configuration.