Chat summarization in Now Assist for Public Sector Digital Services (PSDS)

Use the chat summarization feature in Now Assist 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 of the conversation, and saves your requester from having to repeat the same 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 Now Assist to field on the Now Assist 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, with the blue box indicating that Now Assist has modified the field value. When the system generates a summary and automatically populates the Chat summary field, it also displays an AI icon above the field which indicates that the summary is generated by AI, and displays a banner at the top of the Interaction record. The message in the banner advises the agent to check 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 Now Assist for PSDS

Summarize chat conversations between virtual agents, live agents, and users. This helps future agents understand the context of the conversation, and provides a concise overview of actions taken and resolution steps.

Chat summarizations are generated in these situations:

• When chat interaction is transferred from Virtual Agent to a live agent and the conversation is at least six lines long.
• When the chat conversation ends.
• When the agent uses the /summarize quick action in Agent Chat.
• When the user selects Summarize conversation or enters summarize chat in the Now Assist panel.
• When a live agent transfers an interaction to a different live agent.