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  • 1.  AI Summaries

    Posted 6 days ago

    I know that conversation summaries that are created by copilot can be reviewed by the agent, rated with the thumbs up/down, and edit it summary if desired.

    When I create the summary with AI Summarization (assign the AI Summary to the STA program) and without copilot, is there any way for agents to edit that summary, or is it truly just viewable in the Analytics/interaction UI and cannot be edited?


    #AIConfiguration
    #AICopilot(Agent,SupervisorAdmin)

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    Kevin Goodwin
    Senior Consultant
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  • 2.  RE: AI Summaries
    Best Answer

    Posted 6 days ago

    Hi Kevin,

    Simple answer is No.

    This is an Interaction Level Summary rather than an Agent Level summary so it can't be edited by the agent as they may not have full view of the conversation amongst Virtual Agents and multiple human agents.



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    Richard Chandler
    Connect
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    Original Message


  • 3.  RE: AI Summaries

    Posted 6 days ago

    Hi Kevin,

    That's correct.
    When the summary is generated via AI Summarization assigned to an STA program (without Agent Copilot), it is read-only. Agents cannot edit or rate the summary - it's only available for viewing in Analytics / Interaction details.

    The ability for agents to review, edit, and provide thumbs up/down feedback is exclusive to Agent Copilot conversation summaries.

    Hope that helps clarify!



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


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