As an application business analyst, you enable summarization for each chatbot to ensure that support agents receive a summary of the chat conversations. The summary helps the agent to accelerate resolution by quickly understanding the end user’s issue.
This capability uses the BMC Helix Platform summarization service. The summarization service is an optional service that requires the purchase of BMC Helix Cognitive Automation. If summarization is not enabled, the agent only receives the chatbot and end-user transcript of the conversation.
How chat summarization works
The following example describes how chat conversations are summarized for support agents:
Example of chat conversation summary
- An end user initiates a conversation with the chatbot to request guest wifi access and provides the purpose of the request. The end-user also confirms the name and other details of the guest who will use the guest wifi.
- The chatbot shares a knowledge article with the end-user, but the user requests for chat with a live agent.
- When the chat is transferred, the live agent receives a summary of chat conversation that includes the request for guest wifi, purpose of the request, and the details of the guest.
- The agent continues the conversation to quickly resolve the end user's request.
Learn more about
Enabling cognitive service summaries for custom applications
.
To enable summarization for a chatbot
- Log in to BMC Helix Innovation Studio.
- On the Workspace tab, select the application in which you have created the chatbot for which you want to configure the topics.
Example: BMC Chatbot - Click the Chatbots tab and select the chatbot for which you want to enable summarization.
Example: IT Bot - Click the Live Agent Settings tab and then click Summarization.
- Select the Enable Summarization check box.
- In Minimum Number of Sentences to Trigger Summarization, enter the required value.
When a chat conversation consists of the number of sentences that you have specified in this field, the summarization service is triggered and the chat summary is generated.
Note: The default minimum value of this field is 5, and you can enter a value between 5-100. In Summarization Percentage, enter the required value in percentage.
This is the percentage of sentences you want to extract from the chat conversation.
Note: The default value is 50, and you can enter a value between 1-50.- Click Save.
Related topics
Leveraging live chat capability
Overview
Content Tools
Apps
Reporter Replacement
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