Genesys Cloud - Main

So, what do we know about how Copilot summarisation is prompted to behave? 

With other AI tools you can give instructions or prompts on how the AI will/should behave, so we'd also assume there's a bunch of prompts/instructions behind Copilot summarisation and it'd be great to know what it is (and if we can customise it!)

We've got some customers questioning the output of the summarisation and we're also left wondering why it's behaving that way because we don't understand the prompting.

Can anyone shed any light on the inner workings of Copilot summarisation?

#ConversationalAI(Bots,AgentAssist,etc.)

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Will Bellerby
CX Consultant
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Hi Will,

I believe it just tries to summarize the call based on what was discussed, but you can give feedback: "You can rate the summary with the thumbs up or the thumbs down icon." If a summary doesn't make sense, then giving it a thumbs down will help the algorithm learn.

There is an idea in the Genesys Cloud Product Ideas Lab: Customize Interaction Summaries from Agent Copilot that maybe worth voting on and adding your use case

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Summarization at this point is a black box.  Genesys recently moved to a different LLM/AI for summarization that will allow them to present more prompting to the AI for things like verticals or industries and for different formatting of the result.  Look for some enhancements like this soon as they integrate that AI more into the product.  The original summarization AI just did not have these available in a way that could be used across the 8000 customers that Genesys has.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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