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 skillsFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents 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 l’application d’agent.

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

Autorisations requises : Automatisation & IA > Lancer Automatisation & IA

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. You can configure a word count and choose whether to include sentiment and resolution details in autosummaries. You can also configure a custom prompt to use for autosummaries. Custom prompts are useful when you want to:

  • Add key information to summarization.

  • Improve security by supporting anonymity and removing personally identifiable information (PII).

  • Use terminology specific to your organization.

  • Change summary structure.

  1. Cliquez sur le sélecteur d'applications et sélectionnez Autre > Automatisation & IA, puis cliquez sur 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 IA générative 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 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

Autorisations requises : Studio Script Voir, Créer/Modifier

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:

Pour terminer la configuration de votre script :

    • Ajoutez des snippets d'initialisation au script en utilisant des actions Snippet. Cela permet de personnaliser votre application Agent Assist.
    • Reconfigurez les connecteurs d'action pour assurer un bon flux de contact et corriger les erreurs, le cas échéant.
    • Complétez le script s’il y a lieu et testez-le.

Assign a Profile to a Studio Script

Autorisations requises : Studio Script Voir, Créer/Modifier

  1. Dans Studio, ouvrez le script que vous souhaitez utiliser.

  2. Si vous ne l'avez pas déjà fait, ajoutez l'action Agent Assist au bon emplacement dans votre 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. Cliquez sur Fermer.