Genesys Cloud - Main

We're trialling Copilot summaries and need to summarise that the agent has either talked through a disclaimer or T&Cs with the customer.
We have lots of different disclaimers/T&Cs that are presented so don't want to take up the Insights labels with these (as would have more than 10 anyway).

Does anyone have any tips for getting the Copilot summary to summarise that the disclaimer or T&Cs have been presented to the customer?
Should we be asking the reps to state specific key words like "I'll just read you a disclaimer" or "take you through the Terms and Conditions"?

Thanks guys!

Hi Lee,

We have recently rolled out auto summary too and have a similar requirement for capturing that considerations have been provided. It either lists it out and becomes too lengthy or misses it completely. The advice I have been given is to wait for the advanced summarisation feature (ETA 15/10) where you can add custom prompts to cover this. 

Interested to follow any additional advice on this thread.

Cheers

We're trialling Copilot summaries and need to summarise that the agent has either talked through a disclaimer or T&Cs with the customer.
We have lots of different disclaimers/T&Cs that are presented so don't want to take up the Insights labels with these (as would have more than 10 anyway).

Does anyone have any tips for getting the Copilot summary to summarise that the disclaimer or T&Cs have been presented to the customer?
Should we be asking the reps to state specific key words like "I'll just read you a disclaimer" or "take you through the Terms and Conditions"?

Thanks guys!

Thanks for your reply, Deepa :-)
Could you please advise where I can find out more about the advanced summarisation feature that you mention? I can't see this on the Genesys Cloud road map.

Thanks!

Hi Lee,

We have recently rolled out auto summary too and have a similar requirement for capturing that considerations have been provided. It either lists it out and becomes too lengthy or misses it completely. The advice I have been given is to wait for the advanced summarisation feature (ETA 15/10) where you can add custom prompts to cover this. 

Interested to follow any additional advice on this thread.

Cheers

We're trialling Copilot summaries and need to summarise that the agent has either talked through a disclaimer or T&Cs with the customer.
We have lots of different disclaimers/T&Cs that are presented so don't want to take up the Insights labels with these (as would have more than 10 anyway).

Does anyone have any tips for getting the Copilot summary to summarise that the disclaimer or T&Cs have been presented to the customer?
Should we be asking the reps to state specific key words like "I'll just read you a disclaimer" or "take you through the Terms and Conditions"?

Thanks guys!

Hi Lee, I couldn't find a specific article on the knowledge resource centre linked to this feature enhancement. We recently had an incident with DOB not being redacted from auto sum or within the platform control for Genesys transcripts. Genesys have informed us that the advanced summarisation feature would enable us to make the PII redaction control more effective to include DOB and gave us an ETA of mid October this year. 

Thanks for your reply, Deepa :-)
Could you please advise where I can find out more about the advanced summarisation feature that you mention? I can't see this on the Genesys Cloud road map.

Thanks!

Hi Lee,

We have recently rolled out auto summary too and have a similar requirement for capturing that considerations have been provided. It either lists it out and becomes too lengthy or misses it completely. The advice I have been given is to wait for the advanced summarisation feature (ETA 15/10) where you can add custom prompts to cover this. 

Interested to follow any additional advice on this thread.

Cheers

We're trialling Copilot summaries and need to summarise that the agent has either talked through a disclaimer or T&Cs with the customer.
We have lots of different disclaimers/T&Cs that are presented so don't want to take up the Insights labels with these (as would have more than 10 anyway).

Does anyone have any tips for getting the Copilot summary to summarise that the disclaimer or T&Cs have been presented to the customer?
Should we be asking the reps to state specific key words like "I'll just read you a disclaimer" or "take you through the Terms and Conditions"?

Thanks guys!

@Deepa Galaiya - Were you informed by Genesys there would be improvements to/more advanced functionality coming for the recently released Customizable Conversation Summary feature?

Hi Lee, I couldn't find a specific article on the knowledge resource centre linked to this feature enhancement. We recently had an incident with DOB not being redacted from auto sum or within the platform control for Genesys transcripts. Genesys have informed us that the advanced summarisation feature would enable us to make the PII redaction control more effective to include DOB and gave us an ETA of mid October this year. 

Thanks for your reply, Deepa :-)
Could you please advise where I can find out more about the advanced summarisation feature that you mention? I can't see this on the Genesys Cloud road map.

Thanks!

Hi Lee,

We have recently rolled out auto summary too and have a similar requirement for capturing that considerations have been provided. It either lists it out and becomes too lengthy or misses it completely. The advice I have been given is to wait for the advanced summarisation feature (ETA 15/10) where you can add custom prompts to cover this. 

Interested to follow any additional advice on this thread.

Cheers

We're trialling Copilot summaries and need to summarise that the agent has either talked through a disclaimer or T&Cs with the customer.
We have lots of different disclaimers/T&Cs that are presented so don't want to take up the Insights labels with these (as would have more than 10 anyway).

Does anyone have any tips for getting the Copilot summary to summarise that the disclaimer or T&Cs have been presented to the customer?
Should we be asking the reps to state specific key words like "I'll just read you a disclaimer" or "take you through the Terms and Conditions"?

Thanks guys!