Hello Ursula,
I believe when it is doing the summary it uses the transcript and metadata as it should be summarizing what happened on the interaction.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-05-2026 10:22
From: Ursula Correa Babeto
Subject: Knowledge base and summaries
Hey everyone! Does anyone know if, when generating a personalized summary, Copilot also checks the knowledge base for context, or if it relies only on the conversation itself?
#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
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Ursula Correa Babeto
ursula.babeto@capgemini.com
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