GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Automatic Conversation Summary (Beta)

SmartAssist can automatically generate conversation summaries of the interaction between the agents and customers. These summaries are generated in two places.

  1. Arrival Summary: The arrival summary appears on the live interaction pane above the compose bar. 
  2. Post-conversation Summary: The post-conversation summary appears in the Disposition & Notes section. 

Administrators can disable the automatic generation of the conversation summary.

Steps to enable Automatic Conversation Summary:

  1. Go to CONFIGURATION > SYSTEM SETUP > Advanced Settings > Automatic Conversation Summary (Beta).

  2. Turn on the toggle to enable Arrival and Post Conversation Summary.Note: All existing users have this feature enabled by default.
  3. A confirmation message is displayed.

    The changes made to this setting are recorded on the Audit Report page in the Analytics module of the Kore.ai Bots Admin Console.  Learn More.

Behavior When Automatic Summary Generation is Enabled

Arrival Summary

Upon an agent accepting a conversation, the arrival summary appears on the Live Interaction pane above the compose bar.

 

Post Conversation Summary

When an agent clicks the End conversation button, the Disposition & Notes section displays an automatically generated conversation summary. Agents can edit the notes and select the resolution to close the conversation.

Behavior When Auto Summary Generation is Disabled

Arrival Summary

Upon an agent accepting a conversation, the arrival summary section on the Live Interaction pane is blank.

Post Conversation Summary

When an agent clicks the End conversation button, the Disposition & Notes section is blank. Agents can add notes if required and select the resolution to close the conversation.

Automatic Conversation Summary (Beta)

SmartAssist can automatically generate conversation summaries of the interaction between the agents and customers. These summaries are generated in two places.

  1. Arrival Summary: The arrival summary appears on the live interaction pane above the compose bar. 
  2. Post-conversation Summary: The post-conversation summary appears in the Disposition & Notes section. 

Administrators can disable the automatic generation of the conversation summary.

Steps to enable Automatic Conversation Summary:

  1. Go to CONFIGURATION > SYSTEM SETUP > Advanced Settings > Automatic Conversation Summary (Beta).

  2. Turn on the toggle to enable Arrival and Post Conversation Summary.Note: All existing users have this feature enabled by default.
  3. A confirmation message is displayed.

    The changes made to this setting are recorded on the Audit Report page in the Analytics module of the Kore.ai Bots Admin Console.  Learn More.

Behavior When Automatic Summary Generation is Enabled

Arrival Summary

Upon an agent accepting a conversation, the arrival summary appears on the Live Interaction pane above the compose bar.

 

Post Conversation Summary

When an agent clicks the End conversation button, the Disposition & Notes section displays an automatically generated conversation summary. Agents can edit the notes and select the resolution to close the conversation.

Behavior When Auto Summary Generation is Disabled

Arrival Summary

Upon an agent accepting a conversation, the arrival summary section on the Live Interaction pane is blank.

Post Conversation Summary

When an agent clicks the End conversation button, the Disposition & Notes section is blank. Agents can add notes if required and select the resolution to close the conversation.