In Conversation settings, in New connected chats, turn on AI-generated intro note.Stay Up-to-Date – With the Summarizing Tool, you can stay on top of the latest news and information without spending hours sifting through articles and reports. In Connect chats to Dynamics 365 records, select Conversation. In Collaboration, select Embedded chat using Teams. In the site map, select Service Management. Perform the following steps to enable aut-generated summary for Microsoft Teams chats: You can also enable this feature from the Customer Service Hub app. Turn on the auto-summarization of Microsoft Teams conversations Alternatively, you can select the See more settings related to Microsoft Teams integration link and turn on Include a note in the Case settings flyout of Microsoft Teams collaboration and chat. When an agent starts a linked chat in Microsoft Teams: To display the summary when the agent starts a linked Teams chat. When the conversation ends: To display the summary when the conversation ends. This is applicable to conversations escalated to a human agent from a bot, transferred conversations, or when the agent invites a collaborator. When an agent joins the conversation: To display the conversation summary when an agent has joined the conversation. Select the following options to define when you want the conversations to be summarized: The Supported triggers section is displayed. When you enable this option, agents can see AI summary in the communication panel of a session.
Turn on Enable auto-summarization for conversations. In Insights, select Manage next to Auto-summarization for conversations. In Customer Service admin center, select Operations > Insights. Turn on auto-summarization for conversations Tenant level access to enable the enhanced integration with Microsoft Teams feature. This feature is supported only in English. The auto-summarization of conversations is available in United States and Europe. Regional availability and supported languages If the case is resolved or the conversation ends, the application displays this label as Resolution. If the model can't identify a resolution from the transcript, this section is blank. Resolution tried: Summarizes any troubleshooting steps or possible solutions that agents have tried. The model needs at least three customer messages to generate the issue description. Issue description: Summarizes the key customer problems to solve in a conversation. Summaries are limited to the first 7,000 characters of a transcript.Ī summary includes the following components: The conversation summary feature uses an AI natural language model to summarize a transcript of an active conversation. Components of an auto-summarize conversations The summary quickly provides context and relays any steps they've already taken.
Agents can generate a conversation summary when they either transfer a conversation, add a user to consult, or start a linked Teams chat. To help agents easily recap an ongoing customer interaction, turn on auto-summarization for conversations. Agents can collaborate with other agents and contacts directly while they're working in Dynamics 365 Customer Service.
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