Use Genesys Summarization Connector to integrate your organization’s large language model (LLM) with AI Studio to generate Agent Copilot interaction summaries. Genesys Summarization Connector facilitates AI Studio summaries for companies that: 

• Set specific requirements around data handling, language support, or summary model behavior.
• Use approved or internally trained LLMs and want Agent Copilot summaries to align with those standards.
• Require summary generation in languages not yet supported by native Agent Copilot summarization.

Incorporating your own LLM to generate summaries can also help meet regulatory and enterprise requirements around data architecture, and align Agent Copilot with your organization’s AI strategy.

When you configure a Genesys Summarization Connector integration, Genesys Cloud sends interaction data to your designated LLM for Agent Copilot summarization instead of the Genesys Native Service model. Using models trained on your own data or tuned to your business needs enables summaries that better reflect internal terminology and workflows. You can generate Agent Copilot summaries in languages supported by your LLM, even if Genesys Cloud does not currently support those languages in native Agent Copilot summarization.

Agents who use Agent Copilot can expect the same experience, whether Genesys Cloud generates summaries from the native summarization service, or from an integrated service. They can also edit and provide feedback about the summary. 

Genesys Summarization Connector considerations

• You can add up to 10 Genesys Summarization Connector integrations per organization.
• You can generate only one summary per interaction, either through the Genesys Native Service or an external service.

Get started with Genesys Summarization Connector

Before you can use your own LLM in summaries, you must first install and configure it. For more information, see:

• Install Genesys Summarization Connector
• Configure and activate the Genesys Summarization Connector

Next, you can add the external summarization source to your summary configuration. For more information, see Add an external source for an AI Studio summary. To  add the source to your Agent Copilot, see Assign a summary configuration to an Agent Copilot.