LiveChat - AI Chat Summary

ai conversation summary for ecc 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 an ecc live chat 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 live chat credentials configured with the chatbot live chat agents have access to the ecc 6x agent console chatbot to live agent transfer flow is configured on the bot supported integration this is supported by 6x livechat 4x livechat (in progress) exotel livechat (in progress) currently supported for chatbot conversations escalated to ecc live chat through web chat whatsapp how to enable 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, ameyo fusion 6x, or exo livechat) 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 for ameyo fusion & ameyo fusion 6x 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 configuration enable ai conversation summary controls whether ai generated summaries are created during live chat transfers summary length defines the target maximum length of the ai generated summary supported range 50 1000 characters note actual summary length may vary depending on conversation context 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 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 the conversation transcript remains the source of truth for agents