Summarize customer context in the Interaction workspace
The Customer context summarization skill is used in the Interaction workspace. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history.
Vorbereitungen
Role required: sn_bom.account_contributor, sn_bom.consumer_contributor
Warum und wann dieser Vorgang ausgeführt wird
The Customer context summarization skill provides a structured, context-aware summary of a customer service interaction in the Interaction workspace as part of Agentic Contact Center for Banking.
Prozedur
- Wahlweise:
After the summary is generated, you can perform additional actions.
Option Procedure Refresh the case summary Select the refresh icon ( 
) to reload the case summary with any new information that was added to the case.Provide feedback for the summary If you think that the summary was helpful, select the helpful icon ( 
). If you think that the summary wasn’t helpful, select the not helpful icon (
).This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
View the information about the case summary If you want to review details about the summary, select the more info icon ( 
).Expand or collapse the summary Select the expand card icon ( 
) or the collapse card icon (
) to see more details or fewer summary details.
Nächste Maßnahme
Engage with an AI agent to get further analysis and suggested responses for this interaction. For more information, see Request AI Agent support in the Interaction workspace.