Genesys Cloud
Customizable interaction summaries coming to Agent Copilot and more

In a future release, Genesys Cloud will allow users to customize fully how interaction summaries are generated across Agent Copilot, Virtual Agent, and Supervisor Copilot. This feature provides more control over how summaries are written and presented. Currently, summaries are automatically generated in a standard format with limited ability to adjust tone, detail, or structure. With this update, administrators can adjust a wide range of summary settings, including length, formatting, terminology; for example, how agents and customers are referred to; the ability to add or exclude specific parts of the conversation, PII redaction, and entity handling such as names or currency formats. Genesys Cloud also includes an advanced option to write prompts used for summary generation directly. This enhancement gives teams greater control over how information is recorded and reviewed, aligns the summary output with business-specific workflows and compliance needs, and supports improved consistency with how agents typically write notes.

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