Hello Alex,
Currently, there isn't a built-in way to segment AI summarization per account when handling multiple accounts in a single inbound call. However a potential workaround could be edit the AI-generated summaries to clearly separate information for each account. Using the summary editing feature to organize information by account and include clear account identifiers in the edited summaries.
Cheers,
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 07-04-2025 19:56
From: Alex Slocum
Subject: Agent Co-Pilot Segmenting Summarization for Multiple Accounts
Anyone find the need to have Agent Co-Pilot Summarization on a inbound call with multiple accounts being updated have a way to segment the AI summarization where it only update the summary when each account is being worked on? Genesys states that summarization retrieval via API does not work yet, no is there a way to format summarizations created on inbound calls
#ConversationalAI(Bots,AgentAssist,etc.)
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Alex Slocum
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