Summarize a chat conversation by using Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated May 26, 2024
  • 1 minute to read

    • Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.

    Before you begin

    Role required: sn_hr_core.case_writer

    About this task

    In a Virtual Agent conversation, when a requester chooses to connect to a live agent, a chat interaction appears in the inbox of an agent. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.

    Note:

    The chat summarization admin configuration for ITSM and HR are similar. If at least one of them is enabled, you can generate a chat summary from both workspaces.

    Procedure

    1. Navigate to Agent Workspace for HRSD.
    2. In Workspace, open the inbox.
    3. Accept the chat interaction.
      In the Active Chat window, a summary of the Virtual Agent conversation is generated. The summary includes the actions that were taken before the requester engaged with the live agent.
    4. Chat with the requester to get any additional details.
    5. In the Active Chat window, use the /summarize quick action to summarize the chat during the conversation with the requester.
    6. End the chat conversation by selecting End Chat.
      The chat summarization updates the Short description and Chat Summary fields when you end the chat.
    7. Optional: Review the text in the Short description or Chat Summary fields and make the necessary changes.Review the text in theShort description orChat Summary fields and make the necessary changes.
      Because the information in these fields is automatically generated, it's a good idea to review the text and make sure that it's accurate.
    8. Select Save.
    9. Optional: If you think that you need further help after the initial troubleshooting before or after ending the chat, create a case from the interaction by selecting Create HR case.
    10. Optional: When you create a case before or after ending the chat, the Short Description and Description fields of the case are updated with the interaction summary.
      Note:
      Generative AI doesn’t override an existing short description that is in the HR case template.