Summarize a call by using Now Assist for Customer Service Management (CSM)

  • Release version: Washingtondc
  • Updated April 10, 2024
  • 2 minutes to read

    • Generate a summary of the call conversation between a live agent and a customer by using the call summarization skill in the Now Assist for Customer Service Management (CSM) application.

    Before you begin

    To make the skill available in the Now Assist Admin console, Install ServiceNow Voice applications.

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_csm_agent

    About this task

    The call summarization skill enables you to do the following actions:
    • Summarize the call between a live agent and a caller when either the caller or the agent wraps up the conversation and ends the interaction.
      Note:
      A call summary is only available when real-time transcription is available.
    • Generate a call summary on demand from the Now Assist panel. For more information, see Request the generative AI capabilities in CSM by using the Now Assist panel.
    • Agents can see a transcript of the voice calls while interacting with the customers. With real-time transcription, an agent gets a better understanding of the customer issues, and a manager gains insights into the customer trends and agent training gaps. A call summary is available only for inbound calls. For more information, see Inbound call example flow for customers and agents.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. In CSM Configurable Workspace, when the agent set their status as Available, they can receive the call request when the customer calls in and requests to speak to an agent.
      The call summarization skill creates an inline summary in the Active Chat window. This summary includes the transcript of the conversation between the agent and the customer.
    3. Chat with the customer to get any additional details about their question or issue.
      For example, if the customer is having an issue with the hardware, you may need the hardware model number and serial number.
    4. In the Active Chat window, a transcript of the call conversation with the customer is created.
    5. End the conversation by selecting End call.
      The call summarization skill updates the Short description and Chat Summary fields on the interaction record when you end the call.
      Note:

      If a call summary isn’t available for the interaction, the Chat Summary field doesn’t appear on the interaction record.

    6. Review the text in the Short description and Chat Summary fields and make any necessary corrections.
      Because the information in these fields is automatically generated, it's a good idea to review the text and make sure it's accurate.
    7. Select Save.
      Figure 1. Interaction record with call summary
      AI-generated call summary for an interaction.

    What to do next

    If necessary, you can create a case from an interaction record. The system uses the information from the Short description and Chat Summary fields on the interaction record to populate the Short description and Description fields on the case record.

    The system displays the Now Assist icon (Now assist icon.) next to these fields and removes the icon if the agent makes changes to the fields and saves the record.