Description
LivePerson's Copilot Summary feature in our Agent Workspace enhances and improves efficiency and effectiveness of our agents. This functionality offers AI-generated summaries, empowering agents to swiftly catch up on both ongoing and historical conversations handled by bots or human agents. The summaries encompass customer inquiries, concerns, key issues, and attempted resolutions, covering both voice and messaging interactions.
For ongoing conversations, the summary can be accessed through the Summary Widget, and for historical conversations, it's conveniently located above the transcript and under the Conversation History Widget. The summary is not editable in these areas, ensuring accuracy and reliability.
The Automated Conversation Summary significantly improves agents in promptly identifying the consumer's current intent without having to sift through the entire transcript, optimizing time and effort. This contextual insight is invaluable for addressing ongoing issues effectively.
Benefits include reduced conversation handle time, an enhanced agent experience during user hand-offs, quicker response times, fewer agent responses on average, and improved Customer Satisfaction (CSAT).
Conversations with a minimum of 5 messages are summarized by default, though this threshold can be adjusted as needed.
For onboarding and configuration, please refer to this article.
Enhancements:
- Self service configuration changes in Management console
- No more houston for configuring skills, etc
- Houston only for activation
- Prompt library integration
- Allowing self service prompt customization
- Support for more than one prompt based on different skills
- New structured prompt
- Structured style prompt that includes intent, sentiments, etc.
Related Links
Check out this article to learn more.
For Release Notes, click here.
For Release Notes on Copilot Conversation Summary supporting testing for prompt updates, click here.
Status
Live
