Workforce Engagement Management

 View Only

Sign Up

  • 1.  Copilot AI Summaries

    Posted 12-19-2025 10:27

    Hello everyone, 

    We are looking to roll out Copilot use with our claims teams. I have noticed on the customer service side that summaries are not generated when interactions are too long or too short. Does anyone know what interaction length prevents summaries from generating? 


    #GeneralQuestion

    ------------------------------
    Shannon Bowers
    Client Services Supervisor
    ------------------------------


  • 2.  RE: Copilot AI Summaries

    Posted 12-20-2025 01:28

    Very short interactions (under a minute) and calls running beyond the 45-minute mark often won't generate summaries at all.



    ------------------------------
    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: Copilot AI Summaries

    Posted 12-22-2025 12:46

    Thank you! I knew about the short interactions, but it was those longer ones I wasn't sure about. 



    ------------------------------
    Shannon Bowers
    Client Services Supervisor
    ------------------------------

    Original Message


  • 4.  RE: Copilot AI Summaries

    Posted 01-19-2026 13:00

    Hi! 👋

    Yes - if the interaction is too short, Copilot will not generate a summary.
    Also, make sure the agent waits for Copilot to finish processing before ending the interaction. If the agent closes it too quickly, the summary may not have enough time to be generated.



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

    Original Message


Related Content