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  • 1.  New Q&A Show Drops with Customizable Summaries

    Posted 08-06-2025 09:55
    Edited by Nicole Milliken 08-27-2025 11:41
    No replies, thread closed.

    Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAC @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

    The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

    Chapters:

    0:00 - 6:32: Intros

    6:33 - 26:55: Demo of Customizable Summaries Feature

    26:56: 32:26: Question about Summaries/Outro

    Resource Links from Presentation:

    Developer Center

    Add and Manage an AI Studio Customizable Summary

    Assign a Summary Configuration to an Agent Copilot

    PII Information

    Agent Copilot Summaries

    Summary Agregate Data

    Supervisor Summaries from AI Insights

    If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 


    #CommunityVideos(TAM,QA,etc.)

    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------



  • 2.  RE: New Q&A Show Drops with Customizable Summaries

    Posted 08-06-2025 11:34
    No replies, thread closed.

    Thanks, Nicole!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: New Q&A Show Drops with Customizable Summaries

    Posted 08-11-2025 07:50
    No replies, thread closed.

    Hi,

    Thanks for the presentation.

    Does the AI summary only work for voice?

    We tried to test it for email, but we are not able to find it.

    Thanks

    Thierry



    ------------------------------
    Thierry Lesneuck
    Scrum Master
    ------------------------------



  • 4.  RE: New Q&A Show Drops with Customizable Summaries
    Best Answer

    Posted 08-11-2025 13:44
    No replies, thread closed.

    AI Summaries are only for Voice and Messaging conversations, not Email (yet...being looked at from what I hear)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: New Q&A Show Drops with Customizable Summaries

    Posted 08-12-2025 02:26
    No replies, thread closed.

    ok thanks for the clarification George.



    ------------------------------
    Thierry Lesneuck
    Scrum Master
    ------------------------------

    Original Message


  • 6.  RE: New Q&A Show Drops with Customizable Summaries

    Posted 08-13-2025 17:29
    No replies, thread closed.

    You may want to vote on the Idea to add Copilot support for email

    https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-194



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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