AI Copilot

AI Summary

There will be a high frequency of conversation transfer operations among front-line agents, including human transfer to human and Chatbot transfer to human. As the transferred agent, it is necessary to check all the conversation records before the transfer to understand the customer's needs for continued service. In addition, supervisors usually want to analyze the agent's work based on the summary of the conversation. The AI summary serves the above scenarios, extracts structured summaries from the conversation content, completes information extraction, saves manual workload and improves efficiency.

Summary when transferring the conversation

It is mainly for the business scenarios of manual to manual and Chatbot to manual.

Manual Summary

When a conversation transfer occurs, the transferred agent will see the 【AI Summary】 button next to the system transfer log. If AI is required to summarize the current conversation content, the agent can manually click this button to trigger the AI summary.

You can click the [AI summary] button to regenerate, or click the [Noted] button to collapse the summary.

Automatic Summary

You can turn on the auto - transfer summary function in the Inbox settings. Enter the Inbox settings page by clicking the small gear icon on the right side of the Inbox.

Click the button to open the transfer automatic summary to turn on the automatic AI summary.

Summary the conversation upon closure

It is mainly for the business scenario when the supervisor views the conversation summary.

Manual Summary

At the end of the conversation, manually click the [AI summary] button in the conversation that needs to be summarized to trigger the AI summary

Automatic Summary

In the Settings in the lower left corner of the page, find the AI Copilot menu in the Inbox and turn on the automatic summary when the session is closed. This configuration takes effect globally. After it is turned on, all sessions in Inbox will automatically generate an AI summary when they are closed.

Attention

1. Insufficient AI Credits may cause summary generation to fail. Please check your balance;

2. The AI summary will automatically determine your business scenario and generate a pre-sales or post-sales scenario summary based on the conversation content.