LAT - Agent Chat Summary

Owned by Enterprise IT
Jun 18, 2024
5 min read

Overview

Digital Agent has the capability to improve the productivity of the Live Agents (human agents) by generating a summary of the conversation they are handling.

The summary includes the following information:

  • Chat Summary

  • Service Summary

  • Recommended next steps

  • Actions

Agent Summary automatically condenses and highlights key points of the ongoing chats being handled by Live Agents. This helps the Agents to quickly understand the context and essential information about the chat they are handling without having to manually review the entire conversation.

User Persona

Analyst (Live Agent)

Benefits

  • Saves time and allows agents to respond more promptly to customer inquiries.

  • Agent Summary functionality ensures that important information is not overlooked or misinterpreted by Live Agents. By summarizing the conversation into key points, it reduces the risk of errors in understanding customer needs and issues.

  • With access to summarized conversations, Agents can deliver more informed and personalized responses to users. This leads to a higher level of customer satisfaction as their queries are addressed efficiently and effectively.

  • As the volume of customer interactions increases, the ability to generate summaries in real-time ensures scalability in customer service operations.

Agent Summary in Live Agent Hub

Live Agents can view Agent Summary for a particular chat in the Live Agent Hub.

Note:

Agent Summary is visible in Live Agent Hub if the Live Agent Transfer functionality is enabled for a particular tenant.

To view Agent Summary, perform the following steps:

  1. Login to the application.

  2. Click to open Live Agent Hub in a new tab when you receive a new Live Agent Transfer request.

  3. All the active Live Agent Transfer requests appear under New Requests. Click on the name of the end user with whom you want to start the conversation.

  4. Once you click on the name of the end user, the complete chat details are populated in the middle panel. Refer the below sample screenshot:

    Figure: Live Agent Hub

  5. When you hover over icon next to the end user’s name in the middle panel, the following is displayed in the tooltip:

  6. Click to view the Agent Summary for the ongoing chat in a pop-up window named Insights. The following pop-up displays Agent Summary:

    Figure: Agent Summary – pop-up window

The below table describes all the information present in the Agent Summary pop-up:

Section

Description

Chat Summary

Chat Summary provides a concise overview of the interaction between Digital Agent and the end user along with the end user’s satisfaction level. It captures key points, issues faced by the user, and relevant information exchanged during the conversation. This summary offers a snapshot of the chat’s essential aspects, enabling quick comprehension of the conversation without the need to review the entire conversation.

The end user's satisfaction level is displayed in the Chat Summary, which is represented using emojis and color coding as explained below:

Green - Indicates high satisfaction level.

Refer the sample screenshot of the chat summary below:

Figure: Green color coded sentiment

Yellow - Suggests moderate satisfaction level.

Refer the sample screenshot shown below:

Figure: Yellow color coded sentiment

Red - Denotes low satisfaction level.

Refer the sample screenshot shown below:

Figure: Red color coded sentiment

Service Summary

The Service Summary section provides a summary of all the tickets raised by the end user the Live Agent is currently talking to. It offers key details such as ticket numbers and a summary of the issues or requests associated with each ticket. This enables Live Agents to quickly assess the user's history, understand their issues, and prioritize responses accordingly.

Recommended Next Steps

Recommended Next Steps section in the Live Agent Insights and Actions pop-up provides actionable recommendations for addressing the tickets raised by end users. Leveraging AI, advanced algorithms and historical data, our system analyzes the nature of each ticket and proposes potential or next steps that Live Agents can take to resolve the issue efficiently.

Actions

Copilot suggests Actions when it detects that the user is experiencing an issue and needs to log an Incident. By analyzing the user's input, the Copilot identifies the problem and recommends steps to create and manage an incident report efficiently.

  • Symptom: This section mentions the issue that the user is facing and wants a solution. 

  • Description: Copilot suggests a description of the issue by analyzing the conversation between itself and the end user. As the user describes their problem, Copilot interprets and formulates a clear, concise issue description to ensure accurate and efficient resolution.

Create Incident

Click this button to create an incident for the issue that the end user is facing.

Note:

Agent Summary is visible in the Live Agent Hub only when Copilot is enabled.