CXone Enlighten AutoSummary Setup

Enlighten AutoSummary automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in CXone Agent applications at the end of the interaction. It can be passed to a supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application, which makes the summary available for future agents who interact with the contact. The summary data can also be used in Interaction Analytics.

You must work with your CXone Account Representative for the initial setup process. AutoSummary must be enabled for your organization. AutoSummary requires access to Agent Assist Hub, so it must also be enabled, if it isn't already.

After the initial setup is finished, you can complete the setup process. The process requires that you:

• Create at least one AutoSummary profile.
• Create or modify Studio scripts. This connects AutoSummary to the interactions that you want summarized.
• Create or modify ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge to be used with AutoSummary. They must have the Disposition option for post-contact work enabled.

AutoSummary Profiles

AutoSummary profiles allow you to define the settings for AutoSummary. You can specify the kind of AI model AutoSummary uses and the type of summary you want agents to receive. Models are based on your organization's vertical market, such as healthcare, finance, or retail.

You can create one or more profiles. You may need multiple profiles if you want to use different summary types for different agents, teams, or ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Summary Types

You can choose the type of summary that AutoSummary produces for each AutoSummary profile. All summaries are AI-generated based on the interaction transcript. The types are:

• Structured AI: This type of summary defines the intent, outcomes, and events from the interaction in short phrases. For example:

  Customer contacted about Making A Payment.

  The customer's sentiment was Positive and the issue was Resolved.

  Outcomes that occurred during the contact: Payment Completed

  Actions: Payment was Made, Balance Payment was Processed, Client Made Payment

• Generative AI: This type of summary comes directly from the Generative AI LLM engine. It consists of excerpts of the interaction transcript that summarize the intent, outcomes, and events from the interaction. The following is an example of a Generative AI summary:

  The customer attempted to make a bill payment but encountered issues due to an incorrect routing number. The customer attempted to make the payment on time. The agent collected the correct routing number from the customer. The agent offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call. The payment was processed and the customer made the payment successfully.

• Hybrid: To create this type of summary, AutoSummary sends sentences related to the Structured AI summary to the Generative AI service. The service provides a summary in complete sentences. The following is an example of a hybrid summary:

  The customer encountered issues with a bill payment due to an incorrect routing number. The agent confirmed the correct routing number and offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call.

Integration with CRMs

You can have the generated interaction summary passed into any of the CXone-supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. applications. If your CRM is already integrated with CXone, you can configure AutoSummary data to be passed to the CRM. If you haven't integrated your CRM with CXone yet, you must do that first.

To enable AutoSummary data to pass to the CRM, you need to add a data mapping on the Agent Integrations page in CXone. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the CXone Data field. This connects the Disposition Notes field in CXone Agent to the field in your CRM where you want the summary to be saved.

Custom Scripting Guidelines

Integrating an agent assist A software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions.  
• Where the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the Agent Assist action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, contact your CXone Account Representative, see the Technical Reference Guide section in the Studio online help, or visit the NICE CXone Community site.