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  • 1.  AI Summarization not including details after 15-20 min mark

    Posted 02-16-2026 14:21
    No replies, thread closed.

    Hi folks!

    We're testing copilot & AI summarization and noticed that they summarization provided at the end of a call does not include any details after the 15-20 min mark of the call.

    Is this by design or something that needs to be researched further?


    #AICopilot(Agent,SupervisorAdmin)

    ------------------------------
    Charletta Thompson
    ------------------------------


  • 2.  RE: AI Summarization not including details after 15-20 min mark
    Best Answer

    Posted 02-16-2026 15:22
    No replies, thread closed.

    Hi Charletta, 

    Summaries are generated only for transcripts between 120 and 64,000 characters. If a transcript exceeds this limit, it will not be summarized.
    I believe that because the interactions are long (15-20 minutes), it's hitting the Genesys limitation.

    https://help.genesys.cloud/articles/work-with-a-voice-transcript/



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: AI Summarization not including details after 15-20 min mark

    Posted 02-17-2026 09:43
    No replies, thread closed.

    Thank you so much for your response, Kaio!



    ------------------------------
    Charletta Thompson
    ------------------------------

    Original Message


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