CXone Enlighten AutoSummary Setup

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 应用s at the end of the interaction.It can be passed to a supported CRM关闭 管理联系人、销售信息、支持详细信息和案例历史记录等事项的第三方系统。 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 CXone 客户代表 for the initial setup process. AutoSummary must be enabled for your organization. AutoSummary requires access to 坐席协助中心, 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:

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关闭 用于根据坐席的技能、能力和知识自动传递交互.

Summary Types

You can choose the type of summary that AutoSummary produces for each AutoSummary profile.All summaries are AI-generated based on the interaction transcript.The types are:

  • 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

  • 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.

  • 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关闭 管理联系人、销售信息、支持详细信息和案例历史记录等事项的第三方系统。 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.