Configure Copilot for Agents for Email Sentiment

You can use NiCE CXone GenAI Prompts to control the prompt that Copilot for Agents uses to determine customer sentiment during email interactions.

Email Sentiment analyzes the ongoing email interaction and displays the customer's current sentiment to the agent. This helps the agent understand the customer's tone and respond appropriately as the interaction progresses.

This lets you control the length, language, and instructions of the sentiment. Once you have completed your prompt configuration, 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 list. Which models you can select depends on your organization's licensing. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

• If you do not have the Prompt Editor Advanced license, premium models appear in the list but you cannot select them.

• To see which models are premium, open the LLM Manager.

• Premium models are billed based on usage. Your organization is charged for the number of tokens the model reads and writes when a prompt runs. To use premium models, your organization needs the LLM consumption item on its contract. Contact your NiCE CXone Account Representative for pricing.

• NiCE Default is available as an LLM option. It is the model that NiCE CXone sets for that specific prompt type. If a prompt template only supports one model, NiCE Default is the only option shown and the LLM list is disabled. If a template supports multiple models, NiCE Default appears alongside them as a selectable choice.

• If the LLM currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM list 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.

• If a model reaches its retirement date and you have not selected a different model, NiCE CXone automatically switches the profile to NiCE Default. Test and publish the profile after this switch to confirm the output still meets your requirements.

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 email 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 > Email 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.

Publish the Prompt

Required permissions: Launch GenAI Prompts, Prompt Access Edit

After you have configured the prompt settings, click Publish Prompt. Publishing the prompt makes it available both for others to see and for selection in Copilot for Agents profiles.

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 Email Channel section and turn on Sentiment. From the Sentiment Profile drop-down, select the prompt profile you want to use.
5. Click Save.