After initially setting up Automated Summary (AutoSummary), you must create a Studio script and an Automated Summary (AutoSummary) profile in NiCE CXone.
Prerequisite
Before you can create an Automated Summary (AutoSummary) profile, you must create or modify all Omni-Channel Routing ( ACD) skills used in any script that includes Automated Summary (AutoSummary).
Typically, the skill's Post Contact tab settings must be configured as either:
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Automatic Wrap-up or
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Disposition (either Required or Non-required).
This Post Contact configuration keeps the interaction available to the agent for a period of time after it ends, allowing the agent to review or edit notes and giving Automated Summary (AutoSummary) time to generate the interaction summary and send it to the agent application.
If Post Contact is not enabled on the skill, the interaction closes immediately when it ends and is removed from the agent's view.
However, Automated Summary (AutoSummary) can also be configured to generate summaries without sending them to the agent application. In this scenario, the generated summaries are available through reporting and APIs. Because the agent does not need to view the summary, enabling Post Contact on the skill is not required.
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Configuring an Omni-Channel Routing (ACD) skill with Disposition changes the agents' post-contact workflow. For Automated Summary (AutoSummary), the Required option is not mandatory. Both Required and Non-required dispositions provide the post-contact state needed for Automated Summary (AutoSummary) to generate and deliver summaries to the agent application. If Required is selected, agents must choose a disposition before completing post-contact work. If it is not selected, choosing a disposition is optional.
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If you modify an existing skill that previously did not use dispositions, ensure that your agents are prepared for the workflow change. Alternatively, consider creating a new Omni-Channel Routing (ACD) skill specifically for use with Omni-Channel Routing (ACD).
Create an Automated Summary (AutoSummary) Profile
Required permissions:
The Automated Summary (AutoSummary) profile allows you to select an NiCE CXone model, a language, and an AI mode.
You need to create at least one Automated Summary (AutoSummary) profile in Agent Assist Hub. Each profile is a separate agent assist app in Agent Assist Hub. After you create an Automated Summary (AutoSummary) profile you need to also create a Studio script and then assign that script to the Automated Summary (AutoSummary) profile you have created. If you want to use real-time transcription to streamline the implementation process, you must integrate with Transcription Hub. This integration requires you add a separate action to your Studio script. Transcription Hub capability is available only for new Automated Summary (AutoSummary) profiles.
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 select a Gen AI Custom Prompt profile or enter a custom prompt with instructions for what information to summarize about interactions. Custom prompts are useful when you want to:
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Add key information to summarization based on your organization's needs.
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Use terminology specific to your organization.
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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 Automated Summary (AutoSummary) profile and use Studio to assign the profile to specific agents handling these interactions.
They enable Custom Prompt in this Automated Summary (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 a 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 Automated Summary (AutoSummary) profile as needed.
- Click the app selector
and select Other > Connections Hub and then click Agent Assist Hub. - Click Add Agent Assist App.
- Enter the Agent Assist App Name and select NiCE CXone Automated Summary (AutoSummary) from the list under Select Agent Assist App Type.
- Click Next.
- 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.
- 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.
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Select the AI Mode you want this profile to use. The AI mode defines the structure of the summary that appears in Agent Workspace (Agent).
Learn more about fields in this step
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.
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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, NiCE CXone repositories only save up to 1,024 characters per summary.
- Select whether to Include Sentiment In Summary details.
- Select whether to Include Resolution In Summary details. This determines whether summaries mention the resolution status of an interaction.
- Enable or disable PCI Redaction. PCI Redaction masks data when three or more digits are used consecutively. For example, if a contact shared their CVV during an interaction, the summary would display CVV [MASKED] instead of CVV 123. This is enabled by default to increase security. However, disabling redaction could be helpful for viewing additional information, like account IDs or medication dosage in summary details.
- Click Next.
- To configure a custom prompt for autosummaries, enable Custom Prompt. When disabled, Automated Summary (AutoSummary) uses the default summarization prompt. Then, use one of the following methods to select or enter the prompt you want Automated Summary (AutoSummary) to use:
- Select a GenAI Prompts profile: The GenAI Prompts Profile drop-down allows you to select an existing prompt designed with the GenAI Prompts.
- Enter your own custom prompt: As in the example above, you can specify your own unique prompt details. Do not include parameters for summary length or language in custom prompts. You can configure those elements under the Configuration tab of the Automated Summary (AutoSummary) profile.
- Click Create.
Create a Script for Automated Summary (AutoSummary)
Required permissions:
You need to create or modify at least one Studio script to set up Automated Summary (AutoSummary) in your contact center. Follow the custom scripting guidelines. The scripts must:
- Be designed to route interactions by ACD or digital skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to the agents you want interaction summaries to be available for.
- Include the Agent Assist Studio action. It must be placed in your script after the
- Assign an Automated Summary (AutoSummary) profile to the Agent Assist action.
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Include the CONTINUOUS TRANSCRIPTION action to integrate Automated Summary (AutoSummary) with Transcription Hub for real-time transcription. Configure the action to the continuous stream transcription profile you want to use.
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:
- In Studio, open the script you want to use.
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If you haven't done so already, add the Agent Assist action to the correct location in your script.
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Click open editor
on the Agent Assist action. -
In the left column, click the checkmark
next to the agent assist application or profile you want to assign to this script.An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the app or profile name into the Assign Launch Config Name property of the AGENT ASSIST action.
- Click Close.