Create AutoSummary Profiles

After initially setting up AutoSummary, you must create a Studio script and an AutoSummary profile in CXone.

Prerequisite

Before you can create an AutoSummary profile, you need to create or modify all ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge used in any script that includes AutoSummary. The skills must be configured with Disposition as the post-contact work type on the Post Contact tab. The Required option must be selected.

This setting gives agents time at the end of each interaction to make notes on the call. It also allows AutoSummary to generate the interaction summary and send it to the agent application.

Adding the Disposition option to ACD skills changes the agents' post-interaction workflow. It requires that they choose a disposition and review the interaction summary. If you modify existing skills that didn't previously require dispositions, ensure that your agents are prepared for the change. Alternatively, you may want to create a new ACD skill to use with AutoSummary.

Create an AutoSummary Profile

Required permissions: Automation & AI > Launch Automation & AI

You need to create at least one AutoSummary profile in Agent Assist Hub. Each profile is a separate agent assist app in Agent Assist Hub.

The AutoSummary profile allows you to select an Enlighten model, a language, and an AI mode.

Generative AI is the recommended selection for the AI Mode. The Generative AI mode produces the best results with custom prompts. You must select this option for non-English summaries.

You can configure a word count and choose whether to include sentiment and resolution details in autosummaries. You can also configure a custom prompt, or instructions for what information to summarize about interactions. Custom prompts are useful when you want to:

  • Add key information to summarization based on your organization's needs.

  • Use terminology specific to your organization.

  • Change the structure of the summary format.

An administrator at Classics, Inc. wants to improve agent efficiency and optimize customer service. For interactions related to warranties and insurance policies for their products, they want to focus on the reason for the call, actions the agent took, and how the call was resolved. They create an AutoSummary profile and use Studio to assign the profile to specific agents handling these interactions.

They enable Custom Prompt in this AutoSummary profile and enter the following prompt in the Custom Prompt text box:

OBJECTIVE
Analyze call dialogues from the Classics, Inc. company, focusing on the reason for the call, actions the agent took, and how the call was resolved.

Structure the analysis under the following headers in the order that follows:
REASON (the reason the caller is calling), AGENT ACTIONS (actions taken by the agent), and RESOLUTION (outcome of the call). For example,
REASON:
AGENT ACTIONS:
RESOLUTION:

The analysis aims to improve agent efficiency and optimize customer service by summarizing call dialogues.

This custom prompt creates autosummaries formatted with key information so that Classics can quickly analyze the content they're interested in. The administrator reviews a few autosummaries generated with this custom prompt on a test skill and on few agents. This helps them see if it's producing the format and information they want. They make adjustments to the custom prompt in the AutoSummary profile as needed.

  1. Click the app selector and select Other > Automation & AI and then click Agent Assist Hub.
  2. Click Add Agent Assist App.
  3. Enter the Agent Assist App Name and select AutoSummary from the list under Select Agent Assist App Type.
  4. Click Next.
  5. From the Enlighten Model drop-down list, select a vertical market. Choose the closest match for the interactions this profile will summarize. These options include: Financial Services, Generic, Healthcare, Retail, Travel and Hospitality, and Telecommunication.
  6. From the drop-down, select the Language you want to generate summaries in. If you select a language other than English, you must use the generative AI mode.

  7. Select the AI Mode you want this profile to use. The AI mode defines the structure of the summary that appears in CXone Agent.

    Option Details
    Hybrid Starts with the structured AI summary, which finds sentences related to intent, actions, and outcomes, then sends them to the Generative AI engine for summarization.

    Structured AI

    Summarizes the intent, outcomes, and actions from the interaction in short phrases.

    Generative AI

    This is the recommended mode selection. The Generative AI mode produces the best results with custom prompts.

    Sends the interaction transcript to Generative AI for summarization. You must select this option for non-English summaries.

  8. Select the Summary Length you want this profile to use. This determines the number of words summaries contain. The default is 80 words, but you can select between 40 and 250 words. However, CXone repositories only save up to 1,024 characters per summary.

  9. Select whether to Include Sentiment In Summary details.
  10. Select whether to Include Resolution In Summary details. This determines whether or not summaries mention the resolution status of an interaction.
  11. Enable or disable PCI Redaction. This is enabled by default to increase security. However, disabling redaction could be helpful for viewing additional information, like account IDs. For example, you might want to include medication dosage or quantity in summary details.
  12. Click Next.
  13. To configure a custom prompt for autosummaries, enable Custom Prompt and enter the prompt you want AutoSummary to use. Do not include parameters for summary length or language in custom prompts. You can configure those elements under the Configuration tab of the AutoSummary profile. When disabled, AutoSummary uses the default summarization prompt.
  14. Click Create.

Create a Script for AutoSummary

Required permissions: Studio Script View, Create/Edit

You need to create or modify at least one Studio script to set up AutoSummary in your contact center. Following the custom scripting guidelines. The scripts must:

To complete the configuration of your script: 

    • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
    • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
    • Complete any additional scripting and test the script.

Assign a Profile to a Studio Script

Required permissions: Studio Script View, Create/Edit

  1. In Studio, open the script you want to use.

  2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

  3. Double-click the Agent Assist action to open Agent Assist Hub.

  4. In the left column, click the checkmark in a circle A light gray checkmark inside a light gray circle. next to the agent assist application or profile you want to assign to this script.
  5. Click Close.