Setting up chat summary for agents

Before you begin

• Ask your BMC account manager to deploy the BMC HelixGPT service in your environment.
• Ensure that you have the API key for the Open AI or Azure OpenAI service and add them in the BMC HelixGPT administrator UI. For more information, see Configuring BMC HelixGPT.

Process for setting up chat summary for agents

The following overview shows the tasks involved in setting up a chat summary for agents through BMC HelixGPT:

To set the summarization Skill and prompt for Live Chat

1. Log in to BMC HelixGPT Manager. 
2. From the Application list, select BMC Live Chat. 
3. Select Summarization Skill.
   
   
    
4. (Optional) Create a copy of the global prompt, and then edit the copied prompt to type your text.
   
   
   
   The global prompt is always appended to the Skill-specific prompt.

1. To add the summarization Skill-specific prompt, create a copy of the summarization prompt and link it. Unlink the original prompt.
   
   

1. Click Apply. 

To configure the summarization skill in Live Chat

After you add the summarization skill and a prompt in BMC HelixGPT, you need to configure the summarization skill in the Live Chat Administration console.

1. Log in to Mid Tier.
2. Select Applications > Live Chat > Administration Console.
3. In Self Service Configuration, click System Configuration.
4. In the System Configuration section, click one of the following options: 
   • If an overlay exists, click Open Overlay. 
   • If an overlay does not exist, click Create Overlay. 

5. In the Configuration text box, enter the required values for the following parameters:

   Parameter	Required value	Description
   <showIncidentMessageToVIPs>	(as required) true or false	If set to true, it shows the message about the incident or work order ID created by VIP users.
   <showWaitingTimeMessageToVIPs>	(as required) true or false	If set to true, it shows the queue wait time for the VIP users.
   <showMonitorJoinedChatMsg>	(as required) true or false	If set to true, a message is displayed when an invitee joins the chat as a Monitor
   <chatGPTSummaryNotes>	true Important: By default, the value of this setting is set to false.	Adds the BMC HelixGPT chat summary as a work note in an incident or a work order.
   <skillId>	AGGDUE8KH7F3PASD3ED3SD3ED3QH78	Adds the Skill ID of BMC HelixGPT.
   <gptServiceUrl>	http://[SERVER_URL:PORT]/api/v1.0/messages</gptServiceUrl>	Adds the service URL of BMC HelixGPT as the assistant service.
   <summarizeChatForChatbotTransfer>	true Important: By default, the value of this setting is set to false.	Provides a chat summary to an agent when the chat is transferred from a chatbot to the agent.
   <summarizeChatForAgentTransfer>	true Important: By default, the values of this setting is set to false.	Provides a chat summary to an agent when the chat is transferred from that agent to another agent or another queue.

6. Save your changes

After adding the summarization skill, perform the following procedures:

1. Enable the Agent Auto Accept settings in the Support Agent Console.
2. Set up support queues, support queue agents, and support queue topics.
3. Go to Self Service Configuration > System Configuration and click Refresh Serverlets.

Now, the system requests BMC HelixGPT to:

• Retrieve the chat summary as a work note in the incident or work order in Live Chat, as shown in the following image:
  

• Show the chat summary to an agent when the chat is transferred to that agent from a chatbot or from that agent to another agent or a queue: