1. Click Menu > Orchestration > AI Studio > Summaries.
2. To create a new summary configuration, click Create configuration.
3. Click Enter configuration name here… and add a meaningful name for the summary configuration. If you duplicate an existing configuration, click the default name and enter a new one.
4. Under Language, select the dialect that you want to associate with the summary configuration.
   Note: To ensure that the configuration appears in the Agent Copilot selection list, the language that you select must be the same as the language of the intended Agent Copilot.
5. Next to Configuration mode, select Standard.
6. Select a summarization service:
   • To use the built-in service, leave Genesys Native Service unchanged.
   • To use a third-party LLM, follow these steps:
     1. Click Change.
     2. Select External Service.
     3. Click the Integration ID list and choose from an integration you previously configured with Genesys Summarization Connector.
     4. Click the Timeout Duration list and choose the amount of time before the service times out. The default setting is 20 seconds, but you can select between 10 and 40 seconds. 
7. Genesys recommends standard summaries for novice users. For a summarization service, you can select the Genesys Native Service, which uses the built-in Genesys summary service. Or you can select External Service and use a third-party LLM.Under Conciseness, select the level of detail that you want from the summary. 
   • Concise: The system generates a summary that contains fewer words and only critical details.
   • Detailed: The system produces a summary that contains more details about the interaction.
8. Under Format, select how the summary appears in the Copilot.
   • Block of text
   • Bullet points
   • Show more options > Grouped blocks of text
   • Show more options > Grouped bullet points
9. Under Avoid PII, to prevent Genesys Cloud from displaying personal identifiable information (PII), click Off. The toggle switches to On.
   Note: When you turn on Avoid PII, Genesys Cloud avoids showing common PII entities in the summary. However; enabling this option does not guarantee PII compliance.
10. Under Participant labels, in 30 characters or less, customize how interaction summaries refer to different conversation participants.
    • Internal participants. For example, “Agent,” “Representative,” or “Support.” 
    • External participants. For example, “Customer” or “Client.”
    • Virtual agent participants. For example, “Virtual agent” or “Assistant.”
11. Under Predefined insights, use the check boxes to identify the type of content to include or exclude.
    • Reason for Call
    • Resolution
    • Action items
12. Under Custom insights, determine whether you want outputs and their values listed at the end of the summary.
    Note: You can add up to 10 entities per configuration.
    1. Click Add insight.
    2. In the Insight label box, in 30 characters or less, enter the name that you want Genesys Cloud to call the insight. For example, Account Number.
    3. In the Insight description box, in 120 characters or less, describe the information that the insight captures. Genesys recommends that you use 10 words or less.
    4. To add more insights, click Add another insight and repeat steps a-c.
13. Click Save.

Ensure that users who create advanced AI Studio summaries are experienced with prompt writing.

1. Click Menu > Orchestration > AI Studio > Summaries.
2. To create a new summary configuration, click Create configuration.
3. Click Enter configuration name here… and add a meaningful name for the summary configuration. If you duplicate an existing configuration, click the default name and enter a new one.
4. Under Language, select the dialect that you want to associate with the summary configuration.
   Note: To ensure that the configuration appears in the Agent Copilot selection list, the language that you select must be the same as the language of the intended Agent Copilot.
5. Next to Configuration mode, select Custom. 
   Note: For more information, see Work with advanced custom summaries.
6. Select a summarization service:
   • To use the built-in service, leave Genesys Native Service unchanged.
   • To use a third-party LLM, follow these steps:
     1. Click Change.
     2. Select External Service.
     3. Click the Integration ID list and choose from an integration you previously configured with Genesys Summarization Connector.
     4. Click the Timeout Duration list and choose the amount of time before the service times out. The default setting is 20 seconds, but you can select between 10 and 40 seconds. 
7. Next to Custom summary prompt, enter text that describes the summary prompt.
8. Select the I acknowledge that a custom prompt may negatively affect the quality, accuracy, and latency of Agent Copilot summaries and that I understand and accept the risk checkbox. 
9. Click Save.

Add a third-party large language model (LLM) that surfaces content for summaries in AI Studio.

1. Click Menu > Orchestration > AI Studio > Summaries.
2. To create a new summary configuration, click Create configuration.
3. Click Enter configuration name here… and add a meaningful name for the summary configuration. If you duplicate an existing configuration, click the default name and enter a new one.
4. Under Language, select the dialect that you want to associate with the summary configuration.
   Note: To ensure that the configuration appears in the Agent Copilot selection list, the language that you select must be the same as the language of the intended Agent Copilot.
5. Next to Summarization service, to add an external summarization service, follow these steps:
   1. Click Change.
   2. Select External Service.
   3. Click the Integration ID list and choose from an integration you previously configured with Genesys Summarization Connector.
   4. Click the Timeout Duration list and choose the amount of time before the service times out. The default setting is 20 seconds, but you can select between 10 and 40 seconds. 
6. Click Save.

When you build and change the summary configuration, Genesys Cloud provides a Preview panel on the right side of the view.

Best practices

• Test the prompt multiple times on various transcripts.
• To find the variation that performs the best, test multiple variations of a prompt.
• If the preview returns an error, remove parts of the prompt until the preview works, then add the elements back one by one. Run the preview every time you add an element.
• Check for prompt adherence.
• Test edge cases.
• Check for latency.

Test the configuration

1. Click Menu > Orchestration > AI Studio > Summaries.
2. Search for or navigate to the existing summary configuration and perform one of these steps:
   • Click the summary that you want to open.
   • Click More and from the menu that appears, click Edit.
3. Rename the existing configuration.
   1. Click the summary configuration name and add the name that you want to use for testing.
   2. Click Rename.
   3. Click Save.
4. In the Preview Panel, enter a transcript that follows the suggested format.
5. To generate the summary, click Generate preview. 

Example transcript for a bot and customer conversation:

Bot/Flow: Hello! Thank you for contacting our company. How may I assist you?
Customer: Hello
Customer: I have a problem with the price of the shirt.
Customer: Yesterday, when I checked, the price was $70, but today it shows $94.
Bot/Flow: Okay, I'll look into it. What is your full name?
Customer: Norman Bouchard
Bot/Flow: And what is your order ID?
Customer: 7193330321.
Bot/Flow: Thank you.
Bot/Flow: The prices on our pages change dynamically because they are controlled by an algorithm.
Customer: That's understandable, but can you do anything about my order?
Bot/Flow: Let me connect you to one of our agents who may be able to assist you.
Customer: OK

1. Click Menu > Orchestration > AI Studio > Summaries.
2. Search for or navigate to the existing summary configuration and perform one of these steps:
   • Click the summary that you want to open.
   • Click More and from the menu that appears, click Edit.
3. To rename an existing configuration, click the name and in the Rename configuration box that appears, add the name and click Rename.
4. Make any additional changes and then click Save.

1. Click Admin > Orchestration > AI Studio > Summaries.
2. Next to the summary that you want to duplicate, click More and from the menu that appears, click Duplicate.
3. Rename the duplicate configuration, make any additional changes, and then click Save.

1. Click Menu > Orchestration > AI Studio > Summaries.
2. Next to the summary that you want to duplicate, click More and from the menu that appears, click Delete.