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  • 1.  AI Summarization: Failed to Load - Time Out

    Posted 20 days ago

    Hello everyone!

    I'm wondering if anyone has noticed an uptick in AI Summarization Failed to load - time outs.

    We implemented the use of AI Summarization across multiple lines of businesses slowly over the past few months. Earlier this month, we discovered 702 interactions did not have summaries due to Failed to load - time out in one day. When I checked this morning, the dashboard shows that we've had 1050 Failed to load - time outs this month. 

    • 05/04 - 65
    • 05/11 - 702
    • 05/18 - 57
    • 05/26 - 226

    I thought this was a Monday issue initially but I'm guessing since yesterday was Memorial Day, it's treating today like Monday.

    My question for you all would be is this a known issue within Genesys? Or is there anything specific that causes this failure reason?

    Any insight provided is greatly appreciated!


    #AICopilot(Agent,Supervisor,Admin)

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    Charletta Thompson
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  • 2.  RE: AI Summarization: Failed to Load - Time Out
    Best Answer

    Posted 20 days ago

    Hello Charletta,

    I just checked internally and I did not see any cases related to that with our Product Support team. You may want to reach out to Product Support to investigate that issue with you. If you do open a new case, please share your case number with me so that I can monitor the issue internally as well.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: AI Summarization: Failed to Load - Time Out

    Posted 20 days ago
    Edited by Arthur Pereira Reinoldes 20 days ago

    Hi @Charletta Thompson,

    For AI Summarization, a high number of "Failed to load - time out" errors in a short period would make me check a few points:

    • Whether the affected interactions are longer than usual or have very large transcripts.
    • If the issue is concentrated during peak volume periods.
    • If only specific divisions, queues, or flows are impacted.
    • Whether there were any recent changes in configuration, transcription, or AI enablement.
    • If the failures are happening only for certain media types or languages.

    Since you are seeing 702 in a single day and 1050 this month, I would definitely open a Genesys Support case with examples of affected interaction IDs, timestamps, queues, and the dashboard data. That volume seems high enough to investigate whether there is a service-side performance issue, configuration limitation, or timeout behavior related to transcript size or processing volume.

    It would also be helpful if Genesys provided more detailed reporting around AI Summarization failures, so customers could better understand if the root cause is timeout, transcript quality, duration, language, or platform processing.



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    Arthur Pereira Reinoldes
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