Genesys Cloud - Main

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

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.

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