Enlighten AutoSummary automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in CXone Agent applications at the end of the interaction. It can be passed to a supported CRM
Systèmes tiers qui gèrent des éléments tels que les contacts, les informations sur les ventes, les détails de l'assistance et les historiques de cas. application, which makes the summary available for future agents who interact with the contact. The summary data can also be used in Interaction Analytics.
You must work with your Représentant de compte CXone for the initial setup process. AutoSummary must be enabled for your organization. AutoSummary requires access to Centre d'assistance aux agents, so it must also be enabled, if it isn't already.
After the initial setup is finished, you can complete the setup process . The process requires that you:
- Create at least one AutoSummary profile.
- Create or modify Studio scripts. This connects AutoSummary to the interactions that you want summarized.
- Create or modify ACD skills Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents to be used with AutoSummary. They must have the Disposition option for post-contact work enabled.
AutoSummary Profiles
AutoSummary profiles allow you to define the settings for AutoSummary. You can specify the kind of AI model AutoSummary uses and the type of summary you want agents to receive. Models are based on your organization's vertical market, such as healthcare, finance, or retail.
You can create one or more profiles. You may need multiple profiles if you want to use different summary types for different agents, teams, or ACD skills Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents.
Summary Types
You can choose the type of summary that AutoSummary produces
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Structured AI: This type of summary defines the intent, outcomes, and events from the interaction in short phrases. For example:
Customer contacted about Making A Payment.
The customer's sentiment was Positive and the issue was Resolved.
Outcomes that occurred during the contact: Payment Completed
Actions: Payment was Made, Balance Payment was Processed, Client Made Payment
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Generative AI: This type of summary comes directly from the Generative AI LLM engine. It consists of excerpts of the interaction transcript that summarize the intent, outcomes, and events from the interaction. The following is an example of a Generative AI summary:
The customer attempted to make a bill payment but encountered issues due to an incorrect routing number. The customer attempted to make the payment on time. The agent collected the correct routing number from the customer. The agent offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call. The payment was processed and the customer made the payment successfully.
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Hybrid: To create this type of summary, AutoSummary sends sentences related to the Structured AI summary to the Generative AI service. The service provides a summary in complete sentences. The following is an example of a hybrid summary:
The customer encountered issues with a bill payment due to an incorrect routing number. The agent confirmed the correct routing number and offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call.
Integration with CRMs
You can have the generated interaction summary passed into any of the CXone-supported CRM Systèmes tiers qui gèrent des éléments tels que les contacts, les informations sur les ventes, les détails de l'assistance et les historiques de cas. applications. If your CRM is already integrated with CXone, you can configure AutoSummary data to be passed to the CRM. If you haven't integrated your CRM with CXone yet, you must do that first.
To enable AutoSummary data to pass to the CRM, you need to add a data mapping on the Agent Integrations page in CXone. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the CXone Data field. This connects the Disposition Notes field in CXone Agent to the field in your CRM where you want the summary to be saved.