Chat summarization
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- UpdatedSep 14, 2023
- 2 minutes to read
- Vancouver
- Intelligent Experiences
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
You can quickly learn the details of a chat from a chat summarization generated by Now Assist. By reading a chat summarization, you can get enough details about the chat and can save your requester from having to repeat the same information that the requester already provided to Virtual Agent.
Overview
The chat summarization is a condensed version of the conversation between a requester and Virtual Agent. Chat summarizations are generated in these situations:
- When the conversation ends.
- When the agent uses the
/summarize
quick action in Agent Chat. - When the user selects Chat Summarization or enters summarize chat in the Ask Now Assist to field on the Now Assist panel.
- When an interaction is transferred from Virtual Agent to a live agent and the conversation is at least six lines long. The chat summarization displays in a summary card in the conversation and also populates the interaction's summarization and short description fields.
Note: Now LLM is the provider for this Now Assist skill.
In the following example, Now Assist generated a chat summarization in Now Assist for HR Service Delivery (HRSD).
Generating a chat summarization
You can generate a chat summarization for Now Assist for Customer Service Management (CSM), Now Assist for HR Service Delivery (HRSD), or Now Assist for IT Service Management (ITSM).
- To generate a chat summarization for Now Assist for CSM, see Summarize a chat conversation by using Now Assist for Customer Service Management (CSM).
- To generate a chat summarization for Now Assist for HRSD, see Summarize the chat conversation by using Now Assist for HR Service Delivery (HRSD).
- To generate a chat summarization for Now Assist for ITSM, see Summarize a chat conversation by using Now Assist for IT Service Management (ITSM).