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Customize virtual agent interaction summaries 

09-14-2026 02:42

In this video @Guru Prasadh Jeevan Rao discusses a new feature "Customize virtual agent interaction summaries"

Administrators can now customize how virtual agent interaction summaries are generated. Administrators can configure the level of detail, formatting, how agents and customers are referenced, and how personally identifiable information (PII) is handled in summaries. These configurations apply across Agent Copilot, Virtual Agent, and Supervisor Copilot to better align summaries with organizational preferences.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/july-27-2026/

#TAMStudios #FeatureReview #VirtualAgent


#AICopilot(Agent,Supervisor,Admin)
#ConversationalAI(Bots,VirtualAgent,etc.)
#CommunityVideos(TAM,QA,etc.)

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Ivan Nedeljkovic
30 days ago

Hello @Guru Prasadh Jeevan Rao,

Thanks for this great video. 

Quick question. I would like to set an output from Agentic Virtual Agent that will have summary. After that to set a decision to see if some issues are solved. If yes to create case in SNOW.

I have data action for case creation, and setting up decision is not a problem but I am having an issue with getting summary from AVA right away in BOT flow. 

Do you have any idea how to achieve this?

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