Let's create a new model to produce more accurate Agent Copilot Summaries
The new model will have to consist of Agent Copilot / AI Studio Summaries / Dialog Engine Bots Intent Miner (Intent Foundation) to produce the most accurate summaries available today. All three having a symbiotic relationship that will include a agent's ability to maintain effective communication with customer to solicit accurate transcripts and summaries.
Genesys Cloud – Symbiotic Model for Accurate Summarization
Agent Copilot Intents & Utterances
Agent Copilot supports live agents with real-time prompts and utterances to reinforce numeric accuracy.
Member Verification
- Please provide your Member ID one digit at a time.
- Let me repeat your ID to confirm: one-two-three…
- Can I verify your date of birth for accuracy?
Numeric Confirmation
- I heard $250, is that correct?
- Your copay is $25 per visit, right?
- You said 20 visits remaining, can I confirm that?
Coverage Inquiry
- How many visits are included in my plan?
- What is my deductible amount?
- What is my coinsurance percentage?
Claim Resolution
- What was the payment for claim 123456?
- Can you check my claim from December 21st?
- Why did I owe $240?
Dialog Engine Bot Intents, Utterances, and Slots
Verify Member ID
Utterances:
- My Member ID is 987654321.
- ID number four two three nine eight one six five.
Slots:
- MemberID: Regex: ^[0-9]{9,12}$
Provide Date of Service
Utterances:
- The date of service was September 29th, 2025.
- My claim was on 12/21.
Slots:
- DateOfService: Format: YYYY-MM-DD
Provide Dollar Amount
Utterances:
- It was $500.
- The deductible is five hundred dollars.
Slots:
- AmountUSD: Regex: ^\$?\d+(,\d{3})*(\.\d{2})?$
Provide Claim/Authorization Code
Utterances:
- Claim ID AB12345.
- Authorization code is XYZ-67890.
Slots:
- ClaimID: Regex: ^[A-Z0-9-]{6,18}$
Slot Types
The following slot types provide standardized capture and validation rules:
|
Slot Name
|
Format
|
Validation Rule
|
Notes
|
|
MemberID
|
9–12 digits
|
^[0-9]{9,12}$
|
Preserve leading zeros
|
|
DateOfService
|
YYYY-MM-DD
|
Valid calendar date
|
Convert spoken → ISO format
|
|
AmountUSD
|
Currency ($###.##)
|
Regex for money
|
Numeric + formatted string
|
|
Percent
|
0–100%
|
^(100|[0-9]{1,2})%$
|
Coinsurance/copay %
|
|
VisitCount
|
Integer (0–365)
|
Range validation
|
Visits allowed/used/remaining
|
|
ClaimID
|
6–18 alphanum
|
^[A-Z0-9-]{6,18}$
|
Uppercase, optional hyphen
|
|
Phone
|
10 digits (US)
|
^[2-9][0-9]{2}[2-9][0-9]{6}$
|
Normalize to E.164 optional
|
AI Studio Summaries Configuration
Configuration settings enforce clarity, numeric accuracy, and compliance.
Configuration Settings
- Language: English (US)
- Conciseness: Concise (production), Detailed (QA/training)
- Format: Grouped bullet points
- Avoid PII: On (summaries show 'Member ID verified')
- Participant Labels: Internal=Agent, External=Customer
Predefined Insights
- Reason for Call
- Resolution
- Action Items
Custom Insights
- Verification: Member ID, DOB, ZIP (masked)
- Financials: Deductible, Copay, Coinsurance, OOPM
- Coverage Limits: Visits allowed/used/remaining
- Claim Metadata: DOS, ClaimID, Payment amounts
Sample Summary Template
Reason for Call:
- Member asked about physical therapy visits and MRI claim cost.
Key Details:
- Verification: Member ID verified (structured field stored)
- Benefits: 30 visits/year; 10 used; 20 remaining; $25 copay
- Claim: DOS 2025-09-29; $500 deductible ($300 met, $200 remaining); 20% coinsurance; $240 member responsibility
Resolution:
- Benefits explained, claim resolved, no further action required.
Symbiotic Relationship
Dialog Engine Bots capture validated numeric slots in the IVR. Agent Copilot reinforces numeric confirmation in real-time with guided utterances. AI Studio consumes transcripts and structured slots to produce compliant bullet-point summaries. Together, they form a symbiotic system that increases accuracy, reduces agent workload, and ensures compliance.
#ConversationalAI(Bots,AgentAssist,etc.)------------------------------
Alex Slocum
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