Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in Now Assist for IT Service Management (ITSM).

    Before you begin

    Role required: itil

    About this task

    In a Virtual Agent conversation, when a requester chooses to connect to a live agent, a chat interaction appears in your inbox. When you accept the interaction, a summary of the Virtual Agent conversation is generated. You can request more details from the requester to resolve the issue.

    You can also summarize the chat interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation, and provides a context of the interaction to you and the other agents who might want to refer to it.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Open the inbox and accept the chat interaction.
      In the Active Chat section of the interaction, a summary of the Virtual Agent conversation is generated. The summary includes the actions taken before the requester engaged with the live agent. With this information, you can get an overview of what the requester has already mentioned in the Virtual Agent conversation and troubleshoot the issue.
    3. Chat with the requester to get any additional details about their question or issue.
      For example, if the requester is having an issue with hardware, you may need the hardware model number and serial number.
    4. Summarize the chat while interacting with the requester by using the /summarize quick action in the Active Chat section.
      For more information, see Chat summarization.
    5. End the chat by selecting End Chat.
      The Short description and Chat Summary fields are updated for the interaction.

      Chat summarization for an interaction.

    6. Optional: Review the text in the Short description or Chat Summary fields and edit if necessary.

      For example, you might want to make the summary more descriptive.

      Note:
      Because the information in these fields is automatically generated, it's a good idea to review the text and make sure it's accurate.
    7. Select Save.
    8. Optional: If you think that you need further help after the initial troubleshooting before or after ending the chat, create an incident from the interaction by selecting Create incident.
      • When you create an incident before ending the chat, the Short Description and Description fields of the incident are updated with the interaction summary and saved.
      • When you create an incident after ending the chat, the following information is generated:
        • The Chat summary field of the interaction is updated with the interaction summary.
        • The Short Description and Description fields of the incident are updated with the interaction summary and saved.