Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

I'm reviewing your use case again and the summary generates when the call end button is selected by the agent. The agent should receive the summary the same time as they receive the wrap up code predictions. If you're not seeing this then there could be an issue specific to your interactions or Agent Copilot configuration. I suggest you create a care case with example conversation IDs.

Thanks,

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

I'm reviewing your use case again and the summary generates when the call end button is selected by the agent. The agent should receive the summary the same time as they receive the wrap up code predictions. If you're not seeing this then there could be an issue specific to your interactions or Agent Copilot configuration. I suggest you create a care case with example conversation IDs.

Thanks,

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

I'm reviewing your use case again and the summary generates when the call end button is selected by the agent. The agent should receive the summary the same time as they receive the wrap up code predictions. If you're not seeing this then there could be an issue specific to your interactions or Agent Copilot configuration. I suggest you create a care case with example conversation IDs.

Thanks,

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

I'm reviewing your use case again and the summary generates when the call end button is selected by the agent. The agent should receive the summary the same time as they receive the wrap up code predictions. If you're not seeing this then there could be an issue specific to your interactions or Agent Copilot configuration. I suggest you create a care case with example conversation IDs.

Thanks,

Amanda

Hi Alex,

I don't have firm timelines yet, best guess it will be Q1 2026.

In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept.

Amanda

Hi Alex,

We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233

Amanda

Amanda got an ticket open for a change in how Genesys makes Agent Copilot Summarization available for reporting or extraction only post wrap up code .and clicking done,  This triggers don't give agent the CRM push prior for validation.  Can change from Wrap Up Code to Call Disconnect  

Genesys Support Request

Subject: Request to Enable Agent Copilot Summarization Availability at Call Disconnect

Customer: Premera Healthcare – Group 16 Project
Product: Genesys Cloud CX – Agent Copilot Summarization, Dynamics 365 Softphone IT Connector
Environment: Genesys Cloud + D365 Integration (Softphone IT AppFoundry Connector)

Background

Premera is implementing Genesys Cloud Agent Copilot AI Summarization with integration into Microsoft Dynamics 365 via the Softphone IT connector. Currently, the AI Summarization is only available/pushed after the agent selects the default wrap-up code and clicks Done, meaning the summary is logged post-ACW.

This delays visibility and does not align with the operational need: summaries should be part of the ACW process itself, available as soon as the call is disconnected so agents can validate and confirm before wrap-up completion.

Request

We request Genesys to change the behavior so that Agent Copilot Summarization is available at call disconnect instead of waiting until wrap-up is submitted.

• API reference: GET /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

• The summary should be available via API and the Softphone IT connector at the time of call disconnect.

• This ensures the summary can be pushed to Dynamics 365 during ACW, enabling agent validation before they click Done.

Business Impact

• Agent Workflow Alignment: ACW includes validating notes and summaries. Having the summary only after wrap-up conflicts with this definition.

• Efficiency: Delayed push forces agents back to queue without validating the CRM log, increasing rework and risk of errors.

• Data Quality: Summaries may not be properly reviewed if they are pushed post-ACW.

• Compliance: Our business process requires human validation of AI outputs before finalizing wrap-up.

Requested Outcome

Genesys to confirm and/or implement the following:

1. Summarization generation and availability at call disconnect (before wrap-up).

2. Ability for integrations (e.g., Softphone IT D365 Connector) to retrieve and push the summary during ACW.

3. Confirmation of expected timelines or product roadmap for this change if it cannot be immediately enabled.

Hi Deepa,

Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/

Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/

Amanda

Hi Amanda - Do you have a link to this on the knowledge resource centre or elsewhere that provides additional information on the upcoming enhancements?

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Thanks for the response Amanda, can't wait to see AI Summarization a part of Performance Reporting.  Question is there a option of being a part of beta development for AI Summarization into CRM accounts?  This is critical for Healthcare Compliance as it blocks our ability to roll it out to our Provider Agents, who call on multiple members and summarization only occurs on the first member inquiry.   This would be a came changer.

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

You can use API's and data actions to send the summary to a CRM today. We haven't made it a setting that you can turn on in the UI just yet though.

I think your use case is slightly different though. How is the Provider calling the members and are all the members are on the same call?

Amanda

Thanks for the response Amanda, can't wait to see AI Summarization a part of Performance Reporting.  Question is there a option of being a part of beta development for AI Summarization into CRM accounts?  This is critical for Healthcare Compliance as it blocks our ability to roll it out to our Provider Agents, who call on multiple members and summarization only occurs on the first member inquiry.   This would be a came changer.

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

You can use API's and data actions to send the summary to a CRM today. We haven't made it a setting that you can turn on in the UI just yet though.

I think your use case is slightly different though. How is the Provider calling the members and are all the members are on the same call?

Amanda

Thanks for the response Amanda, can't wait to see AI Summarization a part of Performance Reporting.  Question is there a option of being a part of beta development for AI Summarization into CRM accounts?  This is critical for Healthcare Compliance as it blocks our ability to roll it out to our Provider Agents, who call on multiple members and summarization only occurs on the first member inquiry.   This would be a came changer.

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Amanda, could you please advise if turning this on in the UI is on the Genesys road map? That would help us out as our Devs are tied up with other work at the moment.

Thanks :-)

Hi Alex,

You can use API's and data actions to send the summary to a CRM today. We haven't made it a setting that you can turn on in the UI just yet though.

I think your use case is slightly different though. How is the Provider calling the members and are all the members are on the same call?

Amanda

Thanks for the response Amanda, can't wait to see AI Summarization a part of Performance Reporting.  Question is there a option of being a part of beta development for AI Summarization into CRM accounts?  This is critical for Healthcare Compliance as it blocks our ability to roll it out to our Provider Agents, who call on multiple members and summarization only occurs on the first member inquiry.   This would be a came changer.

Hi Alex,

Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud.

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Thanks Amanda, It would be good to get a timeframe for this enhancement to communicate internally? Also, would this mean that once the summary has been generated this would be final and it wouldn't then update the generated summary once the interaction ended?

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Deepa,

I don't have details on timelines yet, I would say at this stage it's a Q1 2026 deliverable. I'd suggest reaching out to your account team in a month or so who will be updated on timelines as details are confirmed.

Your assumption is correct- if the agent requests for the summary to be generated early then they will only receive that summary and not a second one at the end of the conversation.

Amanda

Thanks Amanda, It would be good to get a timeframe for this enhancement to communicate internally? Also, would this mean that once the summary has been generated this would be final and it wouldn't then update the generated summary once the interaction ended?

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Hi Deepa,

I don't have details on timelines yet, I would say at this stage it's a Q1 2026 deliverable. I'd suggest reaching out to your account team in a month or so who will be updated on timelines as details are confirmed.

Your assumption is correct- if the agent requests for the summary to be generated early then they will only receive that summary and not a second one at the end of the conversation.

Amanda

Thanks Amanda, It would be good to get a timeframe for this enhancement to communicate internally? Also, would this mean that once the summary has been generated this would be final and it wouldn't then update the generated summary once the interaction ended?

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

@Amanda - I am interested in understanding how this would work? So if I am on an active call and want to generate the auto summary before the interaction ends, will there be a new button on the Genesys UI to "Generate summary"

Hi Deepa,

I don't have details on timelines yet, I would say at this stage it's a Q1 2026 deliverable. I'd suggest reaching out to your account team in a month or so who will be updated on timelines as details are confirmed.

Your assumption is correct- if the agent requests for the summary to be generated early then they will only receive that summary and not a second one at the end of the conversation.

Amanda

Thanks Amanda, It would be good to get a timeframe for this enhancement to communicate internally? Also, would this mean that once the summary has been generated this would be final and it wouldn't then update the generated summary once the interaction ended?

Hi Deepa,

A few comments to add to your observations.

An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 which will allow the agent to generate the summary before the call ends.

Our first release of custom summaries allows you to choose if you want the summary to be verbose of concise. You can try this out in AI Studio. We also introduced custom insights, allowing you to pull out certain information into the summary what was discussed, eg account number. If you have tried these and it's still missing your needs, then yes, advanced custom prompt summaries is worth testing when it's released in Q4.

Thanks,

Amanda

Hi Alex,

Interesting post. We have recently implemented Auto Sum and Predictive wrap codes and have received mixed feedback from our agents. We are hoping that custom prompts coming soon (ETA 15/10) will help us resolve a lot of the following issues so we can start to see real business benefits. We are also investing more in our change management to reiterate the message that good is good enough.

• After Call Work ACW has increased. Agentss were used to capturing notes during the call, but now they have to wait until the call ends to review and edit for accuracy, numbers and PII.
• Auto Summary is overly verbose. Agents are still adjusting to a new skillset of editing summaries instead of typing live. Longer calls generate lengthy summaries, which can feel overwhelming to review. This will require ongoing support as they build proficiency.
• AI is not intelligent enough to pick out the important parts of the conversation and sometimes contains non-essential information that doesn't add value. Feedback from agents is that long notes impact the next caller experience as they must read and interpret them to determine relevance, which increases AHT. They were used to typically expect only key, actionable information in the summary.
• The tool sometimes merges multiple topics into a single sentence and misrepresents role positions which takes longer to edit.
• AI auto sum flips the position of roles for third parties such as advisers calling on behalf of the member, spouses, lawyers calling on behalf of the member. Takes longer to edit these.

PROs

On a positive note we have found that accuracy is good for low complexity calls and that the extra detail adds value for our QA team in reviewing calls.

Auto sum has also created consistency across all notes which was lacking before.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

This info is very helpful to me, Alex. Thanks!