Agent Copilot‘s summarization feature provides immediate conversation summaries after interactions. This service enables more accurate interaction capture and faster review by supervisors or quality managers, allowing agents to focus on the customer experience.  

As an organization, you can use customization to match your own writing style and easily capture business-relevant information. The customization capabilities encompass important dimensions, including conciseness, format, Personally Identifiable information (PII) redaction, custom insights about the conversation. You can create summarization customization configurations in AI Studio Summaries and then apply them to Agent Copilots. 

For more information, see Add and manage an AI Studio customizable summary.

This feature is designed for administrators who can access the AI Studio Summaries to create and manage summary configurations. For API users, the customization features are also available through the Genesys Cloud API, with documentation provided in the Developer Center.

Summaries for long interactions

Genesys only summarizes the first 64,000 characters of a conversation transcript. Genesys truncates conversation transcript to the the first 64,000 characters of the interaction and then creates a summary from the truncated data. This feature helps to eliminate the need for agents to create notes for long calls manually. Genesys Cloud completes the initial summary and agents can manually edit, if necessary.