Genesys Cloud - Main

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAM @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:

0:00 - 6:32: Intros

6:33 - 26:55: Demo of Customizable Summaries Feature

26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:

Developer Center

Add and Manage an AI Studio Customizable Summary

Assign a Summary Configuration to an Agent Copilot

PII Information

Agent Copilot Summaries

Summary Agregate Data

Supervisor Summaries from AI Insights

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAC @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:

0:00 - 6:32: Intros

6:33 - 26:55: Demo of Customizable Summaries Feature

26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:

Developer Center

Add and Manage an AI Studio Customizable Summary

Assign a Summary Configuration to an Agent Copilot

PII Information

Agent Copilot Summaries

Summary Agregate Data

Supervisor Summaries from AI Insights

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Hi,

Thanks for the presentation.

Does the AI summary only work for voice?

We tried to test it for email, but we are not able to find it.

Thanks

Thierry

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAC @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:

0:00 - 6:32: Intros

6:33 - 26:55: Demo of Customizable Summaries Feature

26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:

Developer Center

Add and Manage an AI Studio Customizable Summary

Assign a Summary Configuration to an Agent Copilot

PII Information

Agent Copilot Summaries

Summary Agregate Data

Supervisor Summaries from AI Insights

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

AI Summaries are only for Voice and Messaging conversations, not Email (yet...being looked at from what I hear)

Hi,

Thanks for the presentation.

Does the AI summary only work for voice?

We tried to test it for email, but we are not able to find it.

Thanks

Thierry

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAC @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:

0:00 - 6:32: Intros

6:33 - 26:55: Demo of Customizable Summaries Feature

26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:

Developer Center

Add and Manage an AI Studio Customizable Summary

Assign a Summary Configuration to an Agent Copilot

PII Information

Agent Copilot Summaries

Summary Agregate Data

Supervisor Summaries from AI Insights

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

ok thanks for the clarification George.

AI Summaries are only for Voice and Messaging conversations, not Email (yet...being looked at from what I hear)

Hi,

Thanks for the presentation.

Does the AI summary only work for voice?

We tried to test it for email, but we are not able to find it.

Thanks

Thierry

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys TAC @George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions. 

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:

0:00 - 6:32: Intros

6:33 - 26:55: Demo of Customizable Summaries Feature

26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:

Developer Center

Add and Manage an AI Studio Customizable Summary

Assign a Summary Configuration to an Agent Copilot

PII Information

Agent Copilot Summaries

Summary Agregate Data

Supervisor Summaries from AI Insights

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question! Remember, all of our Q&A episodes can also be found on the Genesys Community Youtube channel! 

#CommunityVideos(TAM,QA,etc.)

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------