Genesys Agent Copilot can summarize email interactions on demand. You can generate summaries for long, multi-agent email conversations, reopened cases, reassignments, escalations, and merged threads. The summaries appear in the email interaction, which allows you to understand customer context and unresolved questions without reading through entire histories.

Contact center supervisors can view on-demand email summaries for closed interactions on the AI Insights tab in the Analytics Workspace. On-demand email summaries do not require AI Insights to be enabled for a program. Supervisors can view previously generated summaries, but cannot generate, edit, delete, or regenerate them. Email summaries follow the same retention policy as the associated recording and transcript. If the transcript is deleted, the email summary is also deleted. For more information, see Work with a digital transcript.

To display a summary, click Generate summary. The summary includes relevant keyword labels and a short paragraph or up to four bullet points that can describe the reason for contact, the resolution, and action items for the interaction. Which parts the summary includes, in what format, and whether it includes labels depends on your organization’s settings. In some cases, Agent Copilot cannot generate a summary. In such a case, you receive one of the following error messages instead of a summary.

• There is not enough information to generate a summary. Please review the email directly.: This means that there is not enough content; the transcript is too short.

• Summary could not be generated. Please try again.: This means that summarization failed.

To refresh the summary, click Regenerate summary. Refreshing the summary helps you to make sure that it reflects the current state of the interaction. We recommend you regenerate the summary in the following cases. You can only regenerate the existing summary in these cases:

• After a new customer email arrives
• After you send a reply

To give feedback to Agent Copilot on the quality of the summary, click Thumbs up or Thumbs down . You can change your selection at any time while the summary is visible. If you change your selection, the new feedback replaces the previous one.

To copy the summary, click Copy .

When you transfer an interaction, or someone transfers an interaction to you, if there is a summary generated for the interaction before the transfer, it also appears to the new agent after the transfer.