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  • 1.  Agent Copilot implementation and to present the call summary to the agent for review after ACW

    Posted 12-08-2025 00:59
    Edited by Prathap Daniel 12-08-2025 01:56
    No replies, thread closed.

    When a chat between the customer and the bot ends, I need to configure copilot to generate a summary and to present the call summary to the agent for review after ACW. Kindly assist/provide me your valuable thoughts to enable this feature in my usecase.

    Regards,
    Daniel


    #AIConfiguration
    #AICopilot(Agent,SupervisorAdmin)
    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels

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    Regards,
    Daniel
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  • 2.  RE: Agent Copilot implementation and to present the call summary to the agent for review after ACW
    Best Answer

    Posted 12-08-2025 02:16
    No replies, thread closed.

    Good Day Prathap

    I would recommend having a look at these best practice articles.

    https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

    Initial deployment - https://help.mypurecloud.com/articles/best-practices-for-your-agent-copilot-initial-deployment/

    Best Practice - https://help.mypurecloud.com/articles/best-practices-to-build-and-test-your-natural-language-understanding/

    https://help.mypurecloud.com/articles/work-with-genesys-agent-copilot/

    Depending all your business requirement, you can then modify these to implement the option that will work best.

    Regards

    Stephan



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    Stephan Taljaard
    NA
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