Configure an AI Prompt for the Copilot for Agents AutoSummary

You can use CXone MpowerGenAI Prompt Editor to control the prompt that Copilot for Agents uses to create autosummaries. This lets you control the length, tone, structure, and instructions of the autosummary. Once you've completed your prompt configuration, you can import or enter up to five transcripts 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 in Agent Assist Hub.

Create the Prompt Profile

Required permissions: GenAI Prompt Editor, Prompt Access Edit

You will also need a license for CXone Mpower Copilot for Agents and the final 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 Copilot for Agents autosummary prompt until they have been published.

1. Click the app selector and select Admin.

2. Go to Enlighten AI Manager > GenAI Prompt Editor.

3. Open Copilot for Agents > Copilot AutoSummary.

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. In the Prompt Configuration pane, 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 agent handling the interaction. For example, Customer service assistant for the business Classics, Inc..
   Who is the customer?	A brief description of the person being helped. For example, Classics, Inc. customer.
   What is the tone of the summary?	The tone of the summary between three options: Formal Informal Casual
   What is the max length for the summary?	The maximum length of the summary between three options:  Short (1 - 50) words Medium (51 - 100) words Long (101 - 200) words Extra Long (201 - 250) words
   What is the language of the summary?	The language the summary appears in. You can choose between these options:  English Portuguese This field only impacts the language of the generated content.
   What is the interaction 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

Add a Transcript for Testing

Required permissions: GenAI Prompt Editor, Prompt Access Edit

Import a Transcript

1. Click on the Transcript tab.

2. Under the Transcript Options area, in the Type of Transcript File field, select Segment.

3. Enter the segment ID of the transcript you want to use in the What are the segment IDs for the transcripts? text box. Click the plus icon . The new transcript appears in the table below the text box.

4. Click the paper and pencil icon , or double-click on the transcript Name or ID, to view and edit the imported transcript. The transcript shows dialog from the agent in purple and the contact in blue.

5. Modify the transcript as needed. You can take any of the following actions: 

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all modifications made since importing the transcript by clicking Restore in the top right corner of the window.

6. Continue to add agent and contact dialog until you have completed the transcript.

7. Click the Back to Transcript List icon to return to the table of transcripts.

Manually Enter a Transcript

1. Click on the Transcript tab.

2. Under the Transcript Options area, in the Type of Transcript File field, select New Transcript.

3. Click Create New Transcript. A new transcript appears in the table below.

4. Click the paper and pencil icon , or double-click on the transcript Name or ID. Then modify the new transcript by using the following actions as needed:

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all dialog by clicking Clear in the top right corner of the window.

5. Continue to add agent and contact dialog until you have completed the transcript.

6. Click the Back to Transcript List icon to return to the table of transcripts.

Test and Publish the Prompt

Required permissions: GenAI Prompt Editor, Prompt Access Edit

Once you've configured the prompt settings and added a transcript, you can test your prompt with the transcript. 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 Agent Assist Hub profile.

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

2. Review the Copilot for Agents autosummary generated for the customized prompt and transcript 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 autosummary your prompt is generating.

3. Click Publish Prompt.

Select the Prompt in Copilot for Agents

Once you've published the prompt profile, you can select it in the Copilot for Agents Agent Assist Hub application.

1. Click the app selector and select Others > Automation & AI.
2. From the Hubs menu on the left side, click Agent Assist Hub.
3. From the list of applications on the left, select the Copilot for Agents profile you want to apply the autosummary prompt profile to. If you don't have one yet, click Add Agent Assist App and follow these instructions to create one.
4. On the Configuration tab, scroll down to the Final Summary setting. From the Final Summary Profile drop-down, select the prompt profile you want to use.
5. Click Save.