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  • 1.  Agent Copilot Summarization - Account Numbers Summarization

    Posted 09-11-2025 18:32

    Any good ideas in tuning Agent Copilot to accurately pick up "Member Numbers", this seems to be hit or miss in summaries


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Alex Slocum
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  • 2.  RE: Agent Copilot Summarization - Account Numbers Summarization

    Posted 09-12-2025 07:25

    Hi Alex,

    Similar boat as you. We have recently rolled out auto sum and have found that it struggles with numbers in general. Keen to hear from others on how to overcome this. 

    Cheers



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    Deepa Galaiya
    Product Owner, Customer Interactions
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    Original Message


  • 3.  RE: Agent Copilot Summarization - Account Numbers Summarization
    Best Answer

    Posted 09-12-2025 12:28

    Hello,

    While I understand that recognizing member numbers may be a bit inconsistent at times, I can provide a few recommendations. Make sure that the formatting of the reference numbers are in a consistent format. I've also heard that adding a prefix to the member numbers can help as well. Something like MEM-12-345-678 would have 

    I will say that our team is working on making improvements to Agent Copilot. I would highly recommend checking out the Product Ideas Lab and voting on / submitting the feature requests that you would like to see available in Genesys Cloud.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: Agent Copilot Summarization - Account Numbers Summarization

    Posted 09-12-2025 12:55

    Genesys Cloud Agent Copilot Summarization with AI Studio Workbench Summaries do not process the recognition of member account numbers well, this is a widely reported issue. We must find a solution to issue ensure the feature is viable to use. We need to look at all viable options in how we prompt customers for their numbers, how we ask them to announciate the speaking of the member account numbers to updating Agent Copilot Intents



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    Alex Slocum
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    Original Message


  • 5.  RE: Agent Copilot Summarization - Account Numbers Summarization

    Posted 09-15-2025 04:21

    Hi Alex,

    Are you using custom insights to extract the account number? We're in the middle of creating a best practice document which should be on our resource center by the end of the month.

    Here is an example customer insight label and description that you can test

    Account Number 

    The number identifying the customer's account, if mentioned during the conversation. 

    If a Custom Insight is not performing as expected, the description should be updated and re-tested. An iterative process is normal when working with generative AI.

    Keep an eye out for the best practices page on the resource center.

    Amanda



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    Amanda Halpin
    Agent Copilot Product Manager @ Genesys
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    Original Message


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