Genesys Cloud - Main

Hi to All,

We are using Agent Copilot and one of the reported issues is that the Summary is too long.

With AI Studio, we can "manipulate" some parts of the summary to be included or not (like Reason of Call, Resolution and Action items). We also can have a concise or detailed. We are using Concise.

My question is related to summary preview. We can copy the Transcription from the Conversation details, format the transcription to add it to the Transcript part (right side) and click on preview.

The summary that we get does not match the summary presented to the agent when call ended. 

Adding a real transcription with the current configs should preview the same Summary presented to the agent. This would help us to fine tune the summary making some changes on the summary config. But as we cant get the same summary using the call transcription, how are we supposed to use this Summary Preview feature?

What am i seeing/doing wrong?

many thanks, 

Hello Jorge, 

I think I have an idea on what maybe happening. The first being transcript format requirements. The transcript requirements must be in plain text format and the conversations internal and external participants much match identically to the summary configuration settings. Also the participants need to be separated on individual lines. 

Some common issues that could cause mismatches as well would be that the participant names not matching exactly to the configuration, formatting differences in the transcript, line separation issues between participants and different metadata or context that might be available during the actual call but not in the preview. 

With all that said I have some ideas on how to get started with some troubleshooting. First verify that your summary configuration in AI Studio matches exactly what's configured in Agent Copilot. Then ensure the transcript format follows the exact required format, including participant identification. Also check that the concise setting is properly reflected in your preview configuration. Finally, verify that the same summary sections (Reason of Call, Resolution, Action items) are enabled in both environments. 

Hope this help!

Hi to All,

We are using Agent Copilot and one of the reported issues is that the Summary is too long.

With AI Studio, we can "manipulate" some parts of the summary to be included or not (like Reason of Call, Resolution and Action items). We also can have a concise or detailed. We are using Concise.

My question is related to summary preview. We can copy the Transcription from the Conversation details, format the transcription to add it to the Transcript part (right side) and click on preview.

The summary that we get does not match the summary presented to the agent when call ended. 

Adding a real transcription with the current configs should preview the same Summary presented to the agent. This would help us to fine tune the summary making some changes on the summary config. But as we cant get the same summary using the call transcription, how are we supposed to use this Summary Preview feature?

What am i seeing/doing wrong?

many thanks, 

Transcript requirements to use in the preview are not the problem (although they might not match exactly).

The AI Studio Summary is added to Agent Copilot, so the settings are the same when testing Summary Preview.

Agree with you when you say that real time transcription (during the call) might be different than the Transcription on the conversation details (which is created based on the recording as far as i know) and this results in a different Summary Preview.

Still, its seems an impossible mission to use a real call transcription (that we copy directly from conversation details) and obtain the same Summary presented to an agent so we can fine tune it.

Hello Jorge, 

I think I have an idea on what maybe happening. The first being transcript format requirements. The transcript requirements must be in plain text format and the conversations internal and external participants much match identically to the summary configuration settings. Also the participants need to be separated on individual lines. 

Some common issues that could cause mismatches as well would be that the participant names not matching exactly to the configuration, formatting differences in the transcript, line separation issues between participants and different metadata or context that might be available during the actual call but not in the preview. 

With all that said I have some ideas on how to get started with some troubleshooting. First verify that your summary configuration in AI Studio matches exactly what's configured in Agent Copilot. Then ensure the transcript format follows the exact required format, including participant identification. Also check that the concise setting is properly reflected in your preview configuration. Finally, verify that the same summary sections (Reason of Call, Resolution, Action items) are enabled in both environments. 

Hope this help!

Hi to All,

We are using Agent Copilot and one of the reported issues is that the Summary is too long.

With AI Studio, we can "manipulate" some parts of the summary to be included or not (like Reason of Call, Resolution and Action items). We also can have a concise or detailed. We are using Concise.

My question is related to summary preview. We can copy the Transcription from the Conversation details, format the transcription to add it to the Transcript part (right side) and click on preview.

The summary that we get does not match the summary presented to the agent when call ended. 

Adding a real transcription with the current configs should preview the same Summary presented to the agent. This would help us to fine tune the summary making some changes on the summary config. But as we cant get the same summary using the call transcription, how are we supposed to use this Summary Preview feature?

What am i seeing/doing wrong?

many thanks, 

Hi John, Interesting post. I am waiting to get AI studio but, in the meantime, have attempted applying different settings in the sandbox environment and have had to manipulate the transcript to get it to run. We also had similar feedback with the summaries being too long even with the concise bullet point setting as we have a character limit when we copy and paste it across to our CRM. I believe the advanced summarisation feature with custom prompts will help achieve this conciseness.

Cheers,

Transcript requirements to use in the preview are not the problem (although they might not match exactly).

The AI Studio Summary is added to Agent Copilot, so the settings are the same when testing Summary Preview.

Agree with you when you say that real time transcription (during the call) might be different than the Transcription on the conversation details (which is created based on the recording as far as i know) and this results in a different Summary Preview.

Still, its seems an impossible mission to use a real call transcription (that we copy directly from conversation details) and obtain the same Summary presented to an agent so we can fine tune it.

Hello Jorge, 

I think I have an idea on what maybe happening. The first being transcript format requirements. The transcript requirements must be in plain text format and the conversations internal and external participants much match identically to the summary configuration settings. Also the participants need to be separated on individual lines. 

Some common issues that could cause mismatches as well would be that the participant names not matching exactly to the configuration, formatting differences in the transcript, line separation issues between participants and different metadata or context that might be available during the actual call but not in the preview. 

With all that said I have some ideas on how to get started with some troubleshooting. First verify that your summary configuration in AI Studio matches exactly what's configured in Agent Copilot. Then ensure the transcript format follows the exact required format, including participant identification. Also check that the concise setting is properly reflected in your preview configuration. Finally, verify that the same summary sections (Reason of Call, Resolution, Action items) are enabled in both environments. 

Hope this help!

Hi to All,

We are using Agent Copilot and one of the reported issues is that the Summary is too long.

With AI Studio, we can "manipulate" some parts of the summary to be included or not (like Reason of Call, Resolution and Action items). We also can have a concise or detailed. We are using Concise.

My question is related to summary preview. We can copy the Transcription from the Conversation details, format the transcription to add it to the Transcript part (right side) and click on preview.

The summary that we get does not match the summary presented to the agent when call ended. 

Adding a real transcription with the current configs should preview the same Summary presented to the agent. This would help us to fine tune the summary making some changes on the summary config. But as we cant get the same summary using the call transcription, how are we supposed to use this Summary Preview feature?

What am i seeing/doing wrong?

many thanks, 

Hi John, Interesting post. I am waiting to get AI studio but, in the meantime, have attempted applying different settings in the sandbox environment and have had to manipulate the transcript to get it to run. We also had similar feedback with the summaries being too long even with the concise bullet point setting as we have a character limit when we copy and paste it across to our CRM. I believe the advanced summarisation feature with custom prompts will help achieve this conciseness.

Cheers,

Transcript requirements to use in the preview are not the problem (although they might not match exactly).

The AI Studio Summary is added to Agent Copilot, so the settings are the same when testing Summary Preview.

Agree with you when you say that real time transcription (during the call) might be different than the Transcription on the conversation details (which is created based on the recording as far as i know) and this results in a different Summary Preview.

Still, its seems an impossible mission to use a real call transcription (that we copy directly from conversation details) and obtain the same Summary presented to an agent so we can fine tune it.

Hello Jorge, 

I think I have an idea on what maybe happening. The first being transcript format requirements. The transcript requirements must be in plain text format and the conversations internal and external participants much match identically to the summary configuration settings. Also the participants need to be separated on individual lines. 

Some common issues that could cause mismatches as well would be that the participant names not matching exactly to the configuration, formatting differences in the transcript, line separation issues between participants and different metadata or context that might be available during the actual call but not in the preview. 

With all that said I have some ideas on how to get started with some troubleshooting. First verify that your summary configuration in AI Studio matches exactly what's configured in Agent Copilot. Then ensure the transcript format follows the exact required format, including participant identification. Also check that the concise setting is properly reflected in your preview configuration. Finally, verify that the same summary sections (Reason of Call, Resolution, Action items) are enabled in both environments. 

Hope this help!

Hi to All,

We are using Agent Copilot and one of the reported issues is that the Summary is too long.

With AI Studio, we can "manipulate" some parts of the summary to be included or not (like Reason of Call, Resolution and Action items). We also can have a concise or detailed. We are using Concise.

My question is related to summary preview. We can copy the Transcription from the Conversation details, format the transcription to add it to the Transcript part (right side) and click on preview.

The summary that we get does not match the summary presented to the agent when call ended. 

Adding a real transcription with the current configs should preview the same Summary presented to the agent. This would help us to fine tune the summary making some changes on the summary config. But as we cant get the same summary using the call transcription, how are we supposed to use this Summary Preview feature?

What am i seeing/doing wrong?

many thanks,