Configure AI Prompt for Copilot for Agents Journey Summary

You can use CXone Mpower GenAI Prompts to control the prompt that Copilot for Agents uses to create a contact's The person interacting with an agent, IVR, or bot in your contact center. journey summary. This lets you control the length, tone, and instructions of the journey summary. Once you've completed your prompt configuration, you can import or enter contact summaries to test the settings against. If you're not satisfied with the response generated in the test, you can continue to refine your settings until you are satisfied. After that, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

If you have the LLM Model Selection license enabled with the Custom Prompt Template feature, you will see a dropdown at the top of each prompt profile that shows the current LLM Model the profile uses. You can select a different model from the list to change it. If the license is not available, the dropdown still appears but is inactive. It displays the model used by the profile, but you cannot make any changes to the selected LLM. If you want to use a different LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. for a prompt profile, contact your CXone Mpower Account Representative for assistance.

Create Prompt Profile

Required permissions: GenAI Prompts, Prompt Access Edit

You will also need a license for CXone MpowerCopilot for Agents and the journey summary feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

1. Click the app selector and select General.

2. Select AI Studio > GenAI Prompts.

3. Open Copilot for Agents > Copilot JourneySummary.

4. Create a new profile. You can do this in one of two ways: 

   1. Create a new, blank profile. To do so, click the plus icon next to the Copilot AutoSummary folder. The new profile appears at the bottom of the list.

   2. Duplicate an existing profile.  

      1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

      2. Rename the copy by locating it at the bottom of the Copilot Autosummary profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

5. On the Prompt Configuration tab, adjust the values for these fields as needed:

   • Who is the contact center agent?

   • Who is the contact center customer?

   • What is the tone of the summary?

   • What is the max length of the summary? 

   • What is the language of the summary?

   • What are the instructions for the summary?

   Learn more about fields in this step

   Field	Details
   Who is the contact center agent?	A brief description of the agents handling the interaction. For example, Customer service assistant for the business Classics, Inc.. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output summary text, include written details in the Instructions field. For example, When referencing the agent, use the word "Associate".
   Who is the customer?	A brief description of the person being helped. For example, Classics, Inc. customer. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output summary text, include written details in the Instructions field. For example, When referencing the customer, use the word "Consumer".
   What is the tone of the summary?	The tone of the summary between these options: Formal Informal Casual
   What is the max length for the summary?	The maximum length of the summary between these options:  Short (1 - 50) words Medium (51 - 100) words Long (101 - 200) words Extra Long (201 - 250) words Extended (251 - 500) words Large language models attempt to follow the selected maximum length, but the generated summary may be slightly longer or shorter than the requested range. This can be more noticeable for shorter lengths. For more information, see About GenAI Prompts response length behavior.
   What is the language of the summary?	The language the summary appears in. You can choose between these options:  English (United States) English (United Kingdom) English (Australia) English (Canada) Portuguese (Brazil) Portuguese (Portugal) Spanish (Latin America) Spanish (Spain) French (Canada) French (France) German (Germany) Dutch (Netherlands) Japanese (Japan) Italian (Italy) Welsh (Wales) Korean (South Korea) Norwegian (Norway) Finnish (Finland) Chinese Simplified (China) Chinese Traditional (China) This field only impacts the language of the generated content.
   What are the instructions for the summary	The information you want the summary to include and the format you want it in. Important: The What is the language of the summary? field only affects the language of the generated summary. You must enter these instructions in English. For example:  ###Instructions### Summarize: Summarize the intent, steps taken, and resolution of the interaction in a paragraph called Call Summary. If an order was placed, list the order details as a paragraph called Order Details. If no order was placed, exclude the Order Details paragraph. For Order Details, list the following details: -Contact name -Order recipient -Order number -Account number -Contact phone number

About GenAI Prompts response length behavior

Large language models (LLMs) attempt to follow instructions to limit the length of their responses. However, the actual output can sometimes be slightly longer or shorter than requested.

This behavior is expected and is not specific to a single model or feature. It occurs because:

• Word counts: LLMs generate text based on tokens, not exact word counts. The mapping between tokens and words is approximate.

• Natural language generation: The model prioritizes coherent, natural sentences. In some cases, completing a sentence or thought may exceed the requested length range.

• Complex prompts or topics: When the interaction is complex, the model may use more words to include required details, even when asked to keep the response brief.

What to expect

• The selected maximum length (for example, Short, Medium, Long) is treated as guidance, not a hard limit.

• Minor variation around the selected range is normal.

• Variance may be most noticeable when using shorter length options, because a few extra words make a larger percentage difference.

Recommendations

• Use shorter length options when you want concise, high-level summaries.

• If Agent or Supervisor require more detail, select a longer length option and adjust instructions to specify what must be included or excluded.

• Periodically review generated summaries with your agents and supervisors and refine the prompt configuration (instructions, tone, and length) as needed.

Add Summaries for Testing

Required permissions: GenAI Prompts, Prompt Access Edit

All contacts you add to the table are included in the test response.

1. Click the Summaries tab.

2. Enter the contact ID of the contact whose summaries you want to add in the What are the Contact IDs for the summaries? text box. Click the add button. The new contact appears in the table below the text box.

3. Click the paper and pencil icon to view and edit the imported contact summaries.

4. Click the table icon to return to the table of contact summaries.

5. Continue adding the contact summaries you want to test. Testing the prompt will use all of the summaries you've included in the table.

Test and Publish the Prompt

Required permissions: GenAI Prompts, Prompt Access Edit

Once you've configured the prompt settings and added summaries, you can test your prompt. This will help you see what the AI-generated text looks like and gives you a chance to refine your settings. Publishing the prompt makes it available both for others to see and for selection in the Copilot for Agents profile on the Copilot for Agents Config page.

1. When you're happy with your transcript, click Test Response.

2. Review the Copilot for Agents journey summary generated for the customized prompt and contact summaries you provided. If you're not satisfied with the result, adjust the prompt configuration settings and try again. Continue testing the response and adjusting your settings until you're satisfied with the journey summaries your prompt is generating.

3. Click Publish Prompt.

Select the Prompt in Copilot for Agents

After you've published the prompt profile, you can select it in the Copilot for Agents Config page profile.

1. Click the app selector and select General.
2. From the left menu, navigate to AI Studio > Profiles.
3. From the list of Copilot profiles on the left, select the Copilot for Agents profile you want to apply the journey summary prompt profile to. If you don't have one yet, click Add Copilot Profile and follow these instructions to create one.
4. On the Configuration tab, scroll down to the Journey Summary section and turn on Journey Summary. From the Journey Summary Profile drop-down, select the prompt profile you want to use.
5. Click Save.