Chat summarization in Now Assist for Public Sector Digital Services (PSDS)
Use the chat summarization feature in Now Assist to auto-generate summaries of chat conversations in Virtual Agent. The chat summary helps an agent gain an understanding of the interaction without reading the entire transcript of the conversation, and saves your requester from having to repeat the same information they provided to the Virtual Agent.
- The conversation ends
- The agent uses the
/summarizequick action in Agent Chat - The agent selects Chat Summarization or enters summarize chat in the Ask Now Assist to field on the Now Assist panel
- An interaction is transferred from Virtual Agent to a live agent and the conversation is more than six lines long. The chat summary displays in a summary card in the conversation.
In the playbook Interaction record, Chat Summary and Short Description fields are automatically generated after chat has ended, with the blue box indicating that Now Assist has modified the field value. When the system generates a summary and automatically populates the Chat summary field, it also displays an AI icon above the field which indicates that the summary is generated by AI, and displays a banner at the top of the Interaction record. The message in the banner advises the agent to check the summary for accuracy and update the information if it isn’t accurate.