Customizable Summaries | Genesys Cloud Q&A Show

Today on the Genesys Cloud Q&A Show, host Matt Lawson sits down with Genesys guru George Ganahl as he showcases a demo featuring the new "Customizable Summaries." This allows admins to shape interaction summaries to fit their business needs, enhancing consistency, compliance, and operation efficiency across human and AI agent interactions.

The customization capabilities encompass conciseness, format, Personally Identifiable Information (PII) redaction, and custom insights about the conversation. You can create summarization customization configuration in AI Studio Summaries and then apply them to Agent Copilots.

Chapters:
0:00 - 6:32: Intros
6:33 - 26:55: Demo of Customizable Summaries Feature
26:56: 32:26: Question about Summaries/Outro

Resource Links from Presentation:
Developer Center:
https://developer.genesys.cloud/devap...

Add and Manage an AI Studio Customizable Summary:
https://help.mypurecloud.com/articles...

Assign a Summary Configuration to an Agent Copilot:
https://help.mypurecloud.com/articles...

PII Information:
https://help.mypurecloud.com/articles...

Agent Copilot Summaries:
https://developer.genesys.cloud/devap...

Summary Agregate Data:
https://developer.genesys.cloud/devap...

Supervisor Summaries from AI Insights:
https://developer.genesys.cloud/devap...

If you have any questions about this demo, please join the Genesys Cloud - Main Community and post a question!
https://community.genesys.com/communi...