Conversation Summary

AI generates a concise summary at handover, transfer, or the close of a conversation.

The purpose is to help users understand what happened without reading the complete transcript. It can be used after bot handover, during conversation transfer, at conversation closure, or as per business use case, and later during QA or supervisor review.

The summary is generated from the conversation messages and important conversation events. It can capture the customer’s issue, key information shared, actions already taken, resolution status, and any pending next steps.

How to enable it

Conversation Summary Configuration Guide

Summary can be generated in any specific data format or rules as per business, and the prompt can be configured in the AI configuration section on unified-admin.

How it works

1. Handover Summary

When a bot transfers to a human agent. It explains what the customer asked and what information was already collected. As soon as a virtual agent (bot) hands over the conversation:

• Co‑Pilot generates a short summary of what happened with the bot.

When the human agent accepts. They see a few lines describing:

1. Why the customer contacted you.

2. Which questions were asked.

3. Any steps the bot already took.

2. Transfer Summary

When one agent transfers to another agent. It helps the receiving person continue without asking the customer to repeat the full issue.

When Agent A transfers to Agent B:

1. Co‑Pilot creates a summary of the conversation so far (for chat or call transcript).

2. Only Agent B (the receiving agent) sees this summary.

3. This helps the new agent get up to speed quickly.

3. Final Summary

When the conversation ends. It is stored with the conversation record and can be used for reporting, QA, audit, or future reference.

1. When the last participant leaves and the conversation is closed:

   • Co‑Pilot creates a final summary of the entire interaction.

2. This is saved with the conversation record and can be:

   • Viewed later by QA and supervisors.

   • Used for reporting and analytics.

4. Business Use Case Summary

A summary can be generated at any point in the conversation as per the business use case.

All summaries are stored in the Conversation Data section inside Agent Desk.

Expected Summary Content

• Customer’s main issue or request.

• Important facts provided by the customer.

• Actions taken during the interaction.

• Resolution or current status.

• Pending follow-up items, if any.

Value

Conversation Summary saves time, improves continuity, and supports better review processes.