Add and manage an AI Studio customizable summary

You can create, test, edit, duplicate, and delete AI Studio customizable summaries.

Add a new AI Studio summary

1. Cliquez sur Admin. 
2. Under AI Studio, click Summary Workbench.
3. To create a new summary configuration, click Create configuration.
4. Under Language, select the dialect that you want to associate with the summary configuration.
   Note: To ensure that the configuration appears in the Agent Copilot selection list, the language that you select must be the same as the language of the intended Agent Copilot.
5. Under Conciseness, select the level of detail that you want from the summary. 
   • Concise: The system generates a summary that contains fewer words and only critical details.
   • Detailed: The system produces a summary that contains more details about the interaction.
6. Under Format, select how the summary appears in the Copilot.
   • Block of text
   • Bullet points
   • Show more options > Grouped blocks of text
   • Show more options > Grouped bullet points
7. Under Avoid PII, to prevent Genesys Cloud from displaying personal identifiable information (PII), click Off. The toggle switches to On.
   Note: When you turn on Avoid PII, Genesys Cloud avoids showing common PII entities in the summary. However; enabling this option does not guarantee PII compliance.
8. Under Participant labels, in 30 characters or less, customize how interaction summaries refer to different conversation participants.
   • Internal participants. For example, “Agent,” “Representative,” or “Support.” 
   • External participants. For example, “Customer” or “Client.”
9. Under Predefined insights, use the check boxes to identify the type of content to include or exclude.
   • Reason for Call
   • Resolution
   • Action items
10. Under Custom entities, determine whether you want outputs and their values listed at the end of the summary.
    Note: You can add up to 10 entities per configuration.
    1. Click Add entity.
    2. In the Entity label box, in 30 characters or less, enter the name that you want Genesys Cloud to call the insight. For example, Account Number.
    3. In the Entity description box, in 120 characters or less, describe the information that the insight captures.
11. Cliquez sur Sauvegarder. 

Test a summary configuration

When you build and change the summary configuration, Genesys Cloud provides a Preview panel on the right side of the view.

Montre moi

1. Cliquez sur Admin. 
2. Under AI Studio, click Summary Workbench.
3. Search for or navigate to the existing summary configuration and perform one of these steps:
   • Click the summary that you want to open.
   • Cliquez sur Pluset dans le menu qui apparaît, cliquez sur Éditer.
4. Rename the existing configuration.
   1. Click the summary configuration name and add the name that you want to use for testing.
   2. Click Rename.
   3. Cliquez sur Sauvegarder. 
5. In the Preview Panel, enter a transcript that follows the suggested format.
6. To generate the summary, click Generate preview.  

Edit an existing summary configuration

1. Cliquez sur Admin. 
2. Under AI Studio, click Summary Workbench.
3. Search for or navigate to the existing summary configuration and perform one of these steps:
   • Click the summary that you want to open.
   • Cliquez sur Pluset dans le menu qui apparaît, cliquez sur Éditer.
4. To rename an existing configuration, click the name and in the box that appears, add the name and click Rename.
5. Make any additional changes and then click Save.

Duplicate a summary configuration

1. Cliquez sur Admin. 
2. Under AI Studio, click Summary Workbench.
3. Next to the summary that you want to duplicate, click More and from the menu that appears, click Duplicate.
4. Rename the duplicate configuration, make any additional changes, and then click Save.

Delete a summary configuration

1. Cliquez sur Admin. 
2. Under AI Studio, click Summary Workbench.
3. Next to the summary that you want to duplicate, click More and from the menu that appears, click Delete.