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How do I set up Automated Summarization with generative AI?

Updated over 9 months ago

Introduction

  • What was the intent and outcome of the conversation?

  • Why did the customer refuse to purchase the service/product?

  • Why was the customer unhappy?

  • What were the main problems the customer experienced?

  • What have the agent and customer agreed on?

Ender Turing's Automated Summarization with generative AI allows you to quickly generate concise and accurate summaries of lengthy conversations and answers to business questions based on customer interactions. By leveraging Generative AI, Ender Turing can save time, improve accuracy, and ensure consistent team summaries. This guide will walk you through the steps to set up and configure Automated Summarization using generative AI, ensuring you get the most out of this powerful feature.

This allows contact centers to gain insights into common problems, identify trends and products, and optimize agent training and business processes.

The AI identifies and summarizes vital topics and points and provides essential business answers without predefined rules, adapting to new issues over time. It’s highly flexible and works well in dynamic environments where new trends emerge frequently. Generative AI summarization can generate multiple summaries from different angles, each tailored to highlight specific aspects of the conversation. Whether you want to focus on customer feedback, technical details, action items, or sales opportunities, you can create prompts that direct the AI to emphasize what matters most to you. This flexibility lets your team understand interactions well and ensures no critical detail is overlooked.

Whether you want to improve conversion, change products, or streamline your enhanced customer service workflows, this setup will help you quickly achieve your goals.

Key Benefits of Automated Summarization

  • Time-Saving Efficiency: Eliminate the need for manual note-taking with AI-powered summaries that are instantly generated, allowing your team to focus on more critical tasks.

  • Consistent Accuracy: Ensure consistent and error-free summaries, reducing the risk of misinterpretation and enhancing the quality of internal and external communication.

  • Improved Decision-Making: Access concise overviews of customer interactions or meetings to gain actionable insights, helping you make informed business decisions faster.

  • Multiple Angles: Generate diverse summaries by tailoring prompts to focus on specific aspects of a conversation, ensuring a comprehensive understanding from different perspectives.

  • Customizability: You can adjust the summarization content and depth to align with your specific business requirements, ensuring the summaries meet your unique needs.

  • Scalable Solution: As your business grows, effortlessly handle an increasing volume of conversations or documents without sacrificing quality or efficiency.

  • Enhanced Customer Satisfaction: By quickly understanding customer needs, we can deliver faster and more personalized service, leading to improved experiences and higher satisfaction.

Concept

Using a generative AI model for conversation summarization begins by anonymizing the customer-agent interactions to remove personal data, ensuring compliance with privacy regulations. Based on your prompts, the anonymized conversation is then sent to the AI with a request to summarize. The AI processes and summarizes each conversation with one or multiple prompts. Managers and other teams (marketing, product) then review these results on Dashboards or per conversation level to help refine their operations' processes, products, and decision-making.

Step-by-Step Guide

To use Automated Summarization in Ender Turing, you need to create:

  1. Summarization prompt/s (or use default focused on intent and outcome);

  2. And rules (Enders) on which conversations to summarize (and which Summary Prompt to use).

1. Summarization Prompt Creation

Go to Analytics Configuration -> Gen AI Studio -> Summarisation

You will see a list of Summarization Prompts:

You can start working with Default Summary prompt or/and define your customized Summarization prompts based on your specific business goals.

To Create a new Summarization Prompt, press the Duplicate button near the prompt you would like to use as a starting point (or the Create button to start from scratch):

Change summarization prompt based on your business goals, for example:

Save it by clicking Update buton.

2. Rules (Enders) Creation (defining rules, which conversations to summarize, and which prompts to use)

To start automated summarization, you will need to provide rules on which conversations to summarize and which to skip. You can also define multiple rules, where, for example, Rejection conversations are summarized with Rejection Reasons, and all others will be summarized using the default (intent-outcome) Summarization prompt.

Such rules are created using Enders. The process of creating Ender is described here.

Below, you can see an example of defined rules:

Which conversations to Summarize: conversations with rejections

Which Summary prompt to use: Rejection Summary

Best Practices for Maximizing the Summarization’s Value

Here are some best practices for maximizing the value of a Summarization in a contact center:

  • Build Dashboards based on Summaries: Leverage summaries' content to create insightful dashboards that track key metrics, identify trends, and visualize customer interactions, enabling better decision-making in your contact center.

  • Customize Summarization Prompts for Your Business: Tailor the Summary to fit your organization's specific products, services, and processes to ensure the tool addresses your unique operational needs. The list and rules can be as long and advanced as you get value for specific business processes.

  • Integrate with Analytics Tools and CRM: Connect the summarization tool with BI/DWH systems to analyze trends, customer behavior, and agent performance, enabling data-driven improvements in sales and service quality.

By following these practices, you can ensure the Summarization delivers accurate, actionable insights and drives efficiency in customer service operations.

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