Hello,

I am working on a project to reduce handle times by automating notes from the conversation. I figured the auto-summarization feature would be an excellent mechanism to achieve this. However, I am looking for that summary that's created to be availble to be retreived via API call. I was disappointed to learn that the summary itself is not attached to the conversation record anywhere.. It requires some semblance of agent intervention for the summary to go anywhere (i.e, adding it to the notes field will make it available on the conversation record).

I understand Genesys' approach to AI: they want human approval or oversight on anything AI might be assisting with. However, it might be nice if there was an API endpoint or a field on the conversation record that contains the summary, so that the crm as an example.. could retrieve the summary, and the agent could perform the oversight in the CRM platform. As an example, the nice thing about the embeddable framework is that activity records can be created in the CRM system of choice. However, there should be a property exposed on the conversation that alllow us to pull that summary into the activity record and available for editing.

Thoughts?

Thanks,

Hello,

I am working on a project to reduce handle times by automating notes from the conversation. I figured the auto-summarization feature would be an excellent mechanism to achieve this. However, I am looking for that summary that's created to be availble to be retreived via API call. I was disappointed to learn that the summary itself is not attached to the conversation record anywhere.. It requires some semblance of agent intervention for the summary to go anywhere (i.e, adding it to the notes field will make it available on the conversation record).

I understand Genesys' approach to AI: they want human approval or oversight on anything AI might be assisting with. However, it might be nice if there was an API endpoint or a field on the conversation record that contains the summary, so that the crm as an example.. could retrieve the summary, and the agent could perform the oversight in the CRM platform. As an example, the nice thing about the embeddable framework is that activity records can be created in the CRM system of choice. However, there should be a property exposed on the conversation that alllow us to pull that summary into the activity record and available for editing.

Thoughts?

Thanks,

Peter,

Hope you are well. Commerce.AI is a premium application that offers Call summary. Via our auto-MATE solution we can automate the process of exporting the summarization to CRM or and LMS. Happy to provide a demo.  please DM if you are interested. jay@commerce.ai

Hello,

I am working on a project to reduce handle times by automating notes from the conversation. I figured the auto-summarization feature would be an excellent mechanism to achieve this. However, I am looking for that summary that's created to be availble to be retreived via API call. I was disappointed to learn that the summary itself is not attached to the conversation record anywhere.. It requires some semblance of agent intervention for the summary to go anywhere (i.e, adding it to the notes field will make it available on the conversation record).

I understand Genesys' approach to AI: they want human approval or oversight on anything AI might be assisting with. However, it might be nice if there was an API endpoint or a field on the conversation record that contains the summary, so that the crm as an example.. could retrieve the summary, and the agent could perform the oversight in the CRM platform. As an example, the nice thing about the embeddable framework is that activity records can be created in the CRM system of choice. However, there should be a property exposed on the conversation that alllow us to pull that summary into the activity record and available for editing.

Thoughts?

Thanks,

Hello,

I am working on a project to reduce handle times by automating notes from the conversation. I figured the auto-summarization feature would be an excellent mechanism to achieve this. However, I am looking for that summary that's created to be availble to be retreived via API call. I was disappointed to learn that the summary itself is not attached to the conversation record anywhere.. It requires some semblance of agent intervention for the summary to go anywhere (i.e, adding it to the notes field will make it available on the conversation record).

I understand Genesys' approach to AI: they want human approval or oversight on anything AI might be assisting with. However, it might be nice if there was an API endpoint or a field on the conversation record that contains the summary, so that the crm as an example.. could retrieve the summary, and the agent could perform the oversight in the CRM platform. As an example, the nice thing about the embeddable framework is that activity records can be created in the CRM system of choice. However, there should be a property exposed on the conversation that alllow us to pull that summary into the activity record and available for editing.

Thoughts?

Thanks,

Hello,

I am working on a project to reduce handle times by automating notes from the conversation. I figured the auto-summarization feature would be an excellent mechanism to achieve this. However, I am looking for that summary that's created to be availble to be retreived via API call. I was disappointed to learn that the summary itself is not attached to the conversation record anywhere.. It requires some semblance of agent intervention for the summary to go anywhere (i.e, adding it to the notes field will make it available on the conversation record).

I understand Genesys' approach to AI: they want human approval or oversight on anything AI might be assisting with. However, it might be nice if there was an API endpoint or a field on the conversation record that contains the summary, so that the crm as an example.. could retrieve the summary, and the agent could perform the oversight in the CRM platform. As an example, the nice thing about the embeddable framework is that activity records can be created in the CRM system of choice. However, there should be a property exposed on the conversation that alllow us to pull that summary into the activity record and available for editing.

Thoughts?

Thanks,