Automatic Conversation Summary [Beta]¶

Contact Center AI can automatically generate conversation summaries of the interaction between the agents and customers. These summaries are generated in two places.

Arrival Summary: The arrival summary appears on the live interaction pane above the compose bar.
Post-conversation Summary: The post-conversation summary appears in the Disposition & Notes section.

Administrators can enable/disable the automatic generation of the conversation summary.

Steps to enable Automatic Conversation Summary:

Go to Contact Center AI > CONFIGURATIONS > Advanced Settings > Automatic Conversation Summary [Beta].
Turn on the Arrival and Post Conversation Summary toggle.

Note

All existing users have this feature enabled by default.
A confirmation message is displayed.

The changes made to this setting are recorded on the Audit Report page in the Analytics module of the Kore.ai Bots Admin Console. Learn More.

Behavior When Automatic Summary Generation is Enabled¶

Arrival Summary¶

Upon an agent accepting a conversation, the arrival summary appears on the Live Interaction pane above the compose bar.

Post Conversation Summary¶

When an agent clicks the End button, the Disposition & Notes section displays an automatically generated conversation summary. Agents can edit the notes and select the resolution to close the conversation.

Behavior When Auto Summary Generation is Disabled¶

Arrival Summary¶

Upon an agent accepting a conversation, the arrival summary section on the Live Interaction pane is blank.

Post Conversation Summary¶

When an agent clicks the End conversation button, the Disposition & Notes section is blank. Agents can add notes if required and select the resolution to close the conversation.