LiveChat - AI Chat Summary
AI Conversation Summary for Live Chat Agents
What is this feature?
When customers escalate from your chatbot to a live agent, they no longer have to repeat themselves. AI Conversation Summary automatically generates a concise summary of the chatbot conversation when the chat is transferred to a live agent.
The summary is added to the conversation and helps agents quickly understand the customer's query, actions already completed by the chatbot, and any relevant context before responding.
Benefits
Your agents now get:
- Instant context - No need to scroll through chat history
- Complete picture - Key customer intent, payment details, actions already taken
- Faster resolutions - Agents jump straight to solving
- Better customer experience - No repetition, faster help
Prerequisites
Before enabling this feature, ensure:
- A chatbot is configured and live
- ECC 6X setup (for Ameyo Fusion 6x integration) or Cogno / Exo LiveChat is set as the LiveChat provider
- Live Chat credentials configured with the chatbot (Ameyo Fusion only)
- Live Chat agents have access to the ECC 6X Agent Console, or the Cogno LiveChat agent console
- Chatbot-to-Live Agent transfer flow is configured on the bot
Supported Integration
This is supported by:
- ECC 6x Livechat
- ECC 4x Livechat
- Cogno / Exo LiveChat
Currently supported for chatbot conversations escalated to a live agent through:
- Web Chat
How to Enable
For ECC Fusion 6x
- Navigate to the Chatbot settings page > go to Solution Settings.
- Navigate to the Enable Live Chat Configuration section and set it to the correct LiveChat setup (Ameyo Fusion or Ameyo Fusion 6x).
Only the bot admin can see this specific setting. If you don't see this, please raise this to your respective Account or Project Manager.
Setup steps:
- Click on the Configure button and set up the required credentials.
- Credentials for Web & WhatsApp are different.
- Get these credentials from the CE - Delivery team.
- After the LiveChat is configured, please test it.
- Now, to enable AI Conversation Summary, it is disabled by default. We need to enable this from the Chatbot Admin panel from the backend:
- Search for Livechatconfigs
- Search and enable Is chat summary for ameyo fusion enabled
- Update the Summary max length. Suggest setting it between 100 and 500 characters
In case you do not have access to this section, drop an email to your respective Account Manager or Project Manager.
The feature will automatically generate summaries for future chatbot-to-agent transfers.
For Cogno / Exo LiveChat
Unlike Ameyo Fusion, this is a self-serve toggle available directly to the bot admin — no backend/CE-Delivery step needed.
- Go to LiveChat > Settings > Interaction Settings.
- Enable Enable summary.
- Optionally enable Enable session summary (requires Enable summary to be on).
- Optionally enable Enable sentiment analysis.
- Set Summary max length (suggested: 100–500 characters).
Only the bot admin can see this setting. If you don't see this, please raise this to your respective Account or Project Manager.
Configuration
Setting | Default | Applies to | Effect |
|---|---|---|---|
Enable summary | Off | Ameyo Fusion, Ameyo Fusion 6x, Cogno/Exo LiveChat | Master toggle for AI Conversation Summary generates a short AI summary of the bot conversation the moment a chat is handed off to a live agent, so the agent has instant context. |
Enable session summary | Off | Cogno/Exo LiveChat only | Generates a second, separate AI summary at the end of the chat (on resolve, customer-left, or inactivity), covering the full agent-handled conversation rather than just the pre-handoff bot conversation. Requires Enable summary to also be on. |
Enable sentiment analysis | Off | Cogno/Exo LiveChat only | Adds a sentiment tag - POSITIVE / NEGATIVE / NEUTRAL - to both the Conversation Summary and (if enabled) the Session Summary, based on the customer's overall tone. Generated by the same AI call as the summary, shown as a chip next to it in the agent console. Requires summary generation to be running (i.e., enable summary, and enable session summary if you want sentiment on the end-of-chat summary too). |
Summary max length | 400 (range 50–1000) | All | Defines the target maximum length of the AI-generated summary. Actual length may vary depending on conversation context; this is a target, not a hard limit. |
How Does It Work?
- Customer interacts with the chatbot.
- Customer requests a Live Agent or is escalated through the bot flow.
- The chatbot generates an AI-powered summary of the conversation based on the user & chatbot conversation.
- The summary is appended to the conversation transcript.
- LiveChat system retrieves the transcript with the summary.
- The agent receives the conversation along with the generated summary before handling the customer.
- (Cogno/Exo LiveChat only, if Enable session summary is on) When the chat ends resolved, the customer leaves, or times out from inactivity, a second AI summary is generated covering the full agent-handled conversation.
Example
Conversation Summary:
Failed IMPS Transfer - Customer reported a failed IMPS transfer of ₹25,000. The bot verified transaction details and shared the current transaction status. Reference ID TXN874521 was provided during the conversation. As the amount was debited but not credited to the beneficiary account, the customer requested assistance from a live agent.
Limitations
- Summary quality depends on the information available in the conversation.
- The AI may generate shorter summaries if limited context is available.
- The configured summary length acts as a target and may not be strictly followed by the AI model.
- Summaries are generated only during chatbot-to-live-agent transfers (and, for Cogno/Exo LiveChat with session summary on, at chat end).
- The conversation transcript remains the source of truth for agents.
- If summary generation fails or times out, agents see a generic fallback message instead; the transfer or chat-resolve itself is never blocked by this.