Space bannerThis documentation supports the 23.3 version of  Live Chat, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

Setting up chat summary for agents

As an administrator, you can configure BMC HelixGPT to display the summary of chat conversations between agents and end users as a work note in the incident or work order of the chat request. BMC HelixGPT integrates with Live Chat to contextualize the chat conversations between agents and end users and provides a real-time summary of the entire conversation. 

Scenario: Configuring BMC HelixGPT to extract chat summary in Live Chat

David is an administrator at Apex Global. Jim is a Live Chat agent supporting Britney, an end user in hardware support. David configures BMC HelixGPT in Live Chat so that Jim can get a real-time summary of the chat conversation between him and Britney for a ticket or query. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation between Jim and Britney in plain, simple, and lucid language. It also provides information about how the same type of query or ticket was solved in the past for Jim to use as reference. 

Related topics

Configuring-the-support-agent-settings

Setting-your-availability-for-chat-sessions

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 Selecting the generative AI provider for your application.

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:

23_3_CA_Livechat summarization workflow.png


Task

Action

Description

Reference

1

Set the summarization Skill and a prompt for Live Chat

Add the default summarization Skill and a prompt for Live Chat to leverage the summarization feature of BMC HelixGPT in Live Chat.

2

Configure the summarization Skill in Live Chat

Configure the summarization Skill ID in the Live Chat Administration console. 

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.

    23_3_CA_Livechat summarization skill.png

  4. (Optional) Create a copy of the global prompt, and then edit the copied prompt to type your text.

    23_3_CA_Edit global prompt.png

    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 .

    23_3_CA_Livechat summarization prompt.png
  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 Configuration text box, enter the required values for the following parameters:

    Parameter

    Required value

    Description

    <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>false</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>false</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.

  5. Save your changes

After you enable the parameters, 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:
    23_3_CA_Live Chat summary.png
  • 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:
    Original_Chat summary_A2A transfer.png


 

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