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  • 1.  Best Practices for Auto Summary advanced summarisation enhancement with custom prompting

    Posted 09-29-2025 21:23
    No replies, thread closed.

    Hi Everyone,

    We are excited for the new advanced summarisation enhancement with custom prompting.

    Keen to hear from the community on:

    If there are any best practices for writing custom prompts?

    Also, any advice or guidelines on the number of max prompts to avoid latency impacts?

    We have listed the following priorities that we are hoping to resolve with custom prompts:

    • Better PII redaction including client numbers and DOB.
    • Making summaries more concise by avoiding every sentence starting with "the agent said" or "the customer said"
    • Avoiding auto summary capturing any transcripts during the hold portion of the call
    • Avoiding using words such as "advised" "promised" "recommended" 
    • Avoid including any non-essential information as part of rapport building
    • Consolidating a list of lengthy considerations into "considerations provided"
    • Capturing a disclaimer as "disclaimer read"

    Cheers


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------


  • 2.  RE: Best Practices for Auto Summary advanced summarisation enhancement with custom prompting
    Best Answer

    Posted 09-30-2025 16:44
    No replies, thread closed.

    Hello Deepa,

    While Genesys doesn't have a list of best practices, I would love to see what the Community has to say with regards to how they have tackled this issue.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Best Practices for Auto Summary advanced summarisation enhancement with custom prompting

    Posted 09-30-2025 17:09
    No replies, thread closed.

    Thanks Jason,

    It would be good to get some tips on how to make custom prompts work well and avoid confusing the system or getting latency issues.

    For example, does the prompt have to be very specific?

    If I wanted to avoid certain words, would I have to list them out in present tense as well as past tense.

    What are the limitations of prompts and so on.

    cheers



    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------

    Original Message


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