Summarizing text in your application

The goal of this use case is to leverage the cognitive summarization service in BMC Helix Innovation Studio to generate a summary of any input text, attachment text such as Adobe PDF (.pdf), Microsoft Word (.doc, .docx), OpenDocument Text (.odt), Microsoft PowerPoint (.ppt, .pptx), and HTML (.html) files), email, or chat conversations for the support agents to help them quickly resolve requests.

Scenario

An end user initiates a conversation with the chatbot to request an employee verification letter and provides the purpose of the request. The end user requests that the employee verification letter include the name, date of birth, and date of joining. The end user does not want salary details to be included in the letter. 

The chatbot transfers the chat to the live agent to help the end user.

When the chat is transferred, the live agent receives a summary of the chat conversation that includes the request for employee verification letter and the details that should be included in the letter.

The agent continues the conversation to quickly resolve the end user's request.

The following image illustrates the conversation between the chatbot and the end user and the summary of the chat conversation that is sent to the live agent by using the summarization service:


221_Summarization service example.png

Workflow

The following image illustrates the end-to-end process for enabling and testing the summarization service:

221_summarizing text.png

Task

Role

Action

Reference

1

Administrator

Configures and enables the summarization service for the tenants.

2

Developer

Creates a configuration for the application so that an administrator can use the configuration to test the summarization service.

3

Administrator

Provides a percentage of sentences that you want to extract from the input text for summarization.

4

Administrator

Tests the summarization service.


Benefits

  • Provides a quick and effective summary.
  • Saves the support agent's time in reading long chat or email conversations.

Where to go from here

Enabling-cognitive-service-summaries-for-custom-applications


 

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