Configure AI Prompt for Real-Time Sentiment

You can use NiCE CXone GenAI Prompts to control the prompt that Copilot for Agents uses to create real-time sentiments. This lets you control the length, language, and instructions of the sentiment. Once you have completed your prompt configuration, you can import or enter up to five transcripts to test the settings against. If you are not satisfied with the response generated in the test, you can continue to refine your settings until you are satisfied. After that, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

All users can now open the LLM Model dropdown. Users with an Prompt Editor Advanced license can select any model in the list; other users are limited to standard models. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

If the LLM model currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM Model dropdown stating that the model will retire in a set number of days and prompting you to update to a supported model.

When a model you use is closer to its retirement date, NiCE CXone also displays an LLM Update dialog when you open the affected profile. The dialog states the date the model switches to retention mode, after which the model is no longer accessible, and reminds you to update the LLM and test and publish all affected profiles before that date. Select Don't show this message again to suppress the dialog for that profile, or click OK to close it.

Launch GenAI Prompts

1. Click the app selector .

2. Under General, select AI Studio.

3. In the AI Studio left navigation, select GenAI Prompts.

Create Prompt Profile

Required permissions: Launch GenAI Prompts, Prompt Access Edit

You will also need a license for NiCE CXoneCopilot for Agents and the real-time sentiment feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

1. In the Profiles tree expand Copilot for Agents > Real-Time Sentiment.

2. Create a new profile. You can do this in one of two ways: 

   1. Create a new, blank profile. To do so, click the plus icon next to the Copilot Real-Time Sentiment folder. The new profile appears at the bottom of the list.

   2. Duplicate an existing profile.  

      1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

      2. Rename the copy by locating it at the bottom of the Copilot Real-Time Sentiment profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

3. On the Prompt Configuration tab, adjust the values for these fields as needed:

   • Who is the contact center agent?

   • Who is the contact center customer?

   • What is the max length of the sentiment? 

   • What is the language of the sentiment?

   • What are the instructions for the sentiment?

   Learn more about fields in this step

   Field	Details
   Who is the contact center agent?	A brief description of the agents handling the interaction. For example, Customer service assistant for the business Classics, Inc.. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output sentiment text, include written details in the Instructions field. For example, When referencing the agent, use the word "Associate".
   Who is the customer?	A brief description of the person being helped. For example, Classics, Inc. customer. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output sentiment text, include written details in the Instructions field. For example, When referencing the customer, use the word "Consumer".
   What is the max length for the sentiment?	The maximum length of the sentiment between three options:  Short (1 - 25) words Medium (26 - 40) words Long (41 - 60) words Extra Long (61 - 80) words Extended Long (81 - 100) words
   What is the language of the sentiment?	The language the summary appears in. You can choose between these options:  English (United States) English (United Kingdom) English (Australia) English (Canada) Portuguese (Brazil) Portuguese (Portugal) Spanish (Latin America) Spanish (Spain) French (Canada) French (France) German (Germany) Dutch (Netherlands) Japanese (Japan) Italian (Italy) Welsh (Wales) Korean (South Korea) Norwegian (Norway) Finnish (Finland) Chinese Simplified (China) Chinese Traditional (China) This field only impacts the language of the generated content.
   What are the instructions for the sentiment	The information you want the sentiment to include and the format you want it in. Important: The What is the language of the sentiment? field only affects the language of the generated sentiment. You must enter these instructions in English. For example:  Systematically review the contact center transcript and identify key indicators of positive, neutral, and negative sentiment, consider the contextual flow, and determine the underlying reason for the sentiment. Synthesize these observations to conclude the overall sentiment, employing a clear, step-by-step Chain of Thought methodology.

GenAI Prompts Field Length Limits

GenAI Prompts fields support two types of text inputs. Each type has a defined maximum length.

field type	Maximum length
Free text fields (for example, labels, persona descriptions)	200 characters
Text area fields (for example, instructions, long prompts)	10,000 characters

The type of field used depends on the prompt configuration.

• Free text fields are used for short inputs such as:

  • Agent label

  • Customer label

  • Persona description

• Text area fields are used for longer inputs such as:

  • Instructions

  • Custom prompts

GenAI Prompts dynamically displays the appropriate field type based on the prompt configuration.

Add Transcripts for Testing

Required permissions: Launch GenAI Prompts, Prompt Access Edit

Import a Transcript

1. Click the Transcripts tab.

2. Under the Transcript Options area, in the Type of Transcript File field, select Segment.

3. Enter the segment ID of the transcript you want to use in the What are the segment IDs for the transcripts? text box. Click the add button. The new transcript appears in the table below the text box.

4. Click the paper and pencil icon to view and edit the imported transcript. The transcript shows dialog from the agent in purple and the contact in blue.

5. Modify the transcript as needed. You can take any of the following actions: 

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all dialog by clicking Clear in the top right corner of the window.

6. Continue to add agent and contact dialog until you have completed the transcript.

7. Click the Back to Transcript List icon to return to the table of transcripts.

8. Continue adding the transcripts you want to test. Testing the prompt will use all of the transcripts you have included in the table.

Manually Enter a Transcript

1. Click the Transcripts tab.

2. For the Type of Transcript File field, select New Transcript.

3. Click Create New Transcript. A new transcript appears in the table below.

4. Click the paper and pencil icon .

5. Modify the new transcript by using the following actions as needed:

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all dialog by clicking Clear in the top right corner of the window.

6. Continue to add agent and contact dialog until you have completed the transcript.

7. Click the Back to Transcript List icon to return to the table of transcripts.

8. Continue adding the transcripts you want to test. Testing the prompt will use all of the transcripts you have included in the table.

Test and Publish the Prompt

Required permissions: Launch GenAI Prompts, Prompt Access Edit

After you have configured the prompt settings and added a transcript, you can test your prompt with that transcript. This will help you see what the AI-generated text looks like and gives you a chance to refine your settings. Publishing the prompt makes it available both for others to see and for selection in Copilot for Agents profiles.

1. When you are happy with your transcript, click Test Response.

2. Review the response generated for the customized prompt and transcript you provided. If you are not satisfied with the result, adjust the prompt configuration settings and try again. Continue testing the response and adjusting your settings until you are satisfied with the real-time sentiment your prompt is generating.

3. Click Publish Prompt.

Select the Prompt in Copilot for Agents

Once you have published the prompt profile, you can select it in the Copilot for Agents Config page profile.

1. Click the app selector and select General.
2. From the left menu, navigate to AI Studio > Profiles.
3. From the list of Copilot profiles on the left, select the Copilot for Agents profile you want to apply the real-time summary prompt profile to. If you don't have one yet, click Add Copilot Profile and follow these instructions to create one.
4. On the Configuration tab, scroll down to the AI Response Settings section and turn on Sentiment. From the Sentiment Profile drop-down, select the prompt profile you want to use.
5. Click Save.