Chat summarization

You can quickly learn the details of a chat from a chat summarization generated by Now Assist. By reading a chat summarization, you can get enough details about the chat and can save your requester from having to repeat the same information that the requester already provided to Virtual Agent.

The chat summarization skill generates a condensed version of the conversation between live agents or between a requester and Virtual Agent. Chat summarizations are generated in these situations:

• When the conversation ends.
• When the agent uses the /summarize quick action in Agent Chat.
• When the user selects Chat Summarization or enters summarize chat in the Ask Now Assist to field on the Now Assist panel.
• When 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 and also populates the interaction's summarization and short description fields.
• A live agent transfers an interaction to a different live agent.

Note:

Now LLM Service is the provider for this Now Assist skill.

In the following example, Now Assist generated a chat summarization in Now Assist for HR Service Delivery (HRSD).

Generating a chat summarization

You can generate a chat summarization in the following products.

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

Availability

This skill is available in the workflows and products listed below.

Table 1. Now Assist products and workflows

Workflow	Product
Technology	Now Assist for IT Service Management (ITSM)
Customer	Now Assist for Customer Service Management (CSM)
Employee	Now Assist for HR Service Delivery (HRSD)