Customizable Summaries | Genesys Cloud Q&A Show

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys guru George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions.

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:
0:00 - 6:32: Intros
6:33 - 26:55: Demo of Customizable Summaries Feature
26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:
Developer Center:
https://developer.genesys.cloud/devapps/about/api-explorer

Add and Manage an AI Studio Customizable Summary:
https://help.mypurecloud.com/articles/add-and-manage-an-ai-studio-summary/

Assign a Summary Configuration to an Agent Copilot:
https://help.mypurecloud.com/articles/assign-a-summary-configuration-to-an-agent-copilot/

PII Information:
https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/

Agent Copilot Summaries:
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations--conversationId--summaries

Summary Agregate Data:
https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-summaries-aggregates-query

Supervisor Summaries from AI Insights:
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-speechandtextanalytics-conversations--conversationId--summaries

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question!
https://community.genesys.com/communities/genesyscloudcx?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4

Видео Customizable Summaries | Genesys Cloud Q&A Show канала Genesys Community