CXone: Auto-Summary Pilot

During an inbound call interaction, CXone will use AI-powered natural language to transcribe and summarize the conversation.

This new tool will be used to help us focus more on Active Listening and showing Heart! 

We will be testing this function to also help reduce manual efforts when documenting the customer's job or account.

Note: The AI transcription will summarize your initial inbound (or outbound call if working off phone), but will not capture information from any other interaction like an additional outbound call or conference with another department.

Auto-Summary Process

When the call ends the Auto-Summary will populate inside the Outcome Disposition Popup.

Inside this window you will edit any necessary info before copying your summary and saving your documentation on the job or account.

Note: You will not be able to select and save your disposition prior to the end of the call as the Auto-Summary will be generating during your interaction.

DO NOT select the Disposition and Save until after you have edited and copied your auto-summary note.

You must review the auto-summary for accuracy including the Caller's Name, Relationship, SP information, Initiation Type (PM, Recall, etc.), Details, Actions, etc. 

Make sure private information such as Personal/Medical Information and/or Credit Card information is NOT captured. 

Information you will be required to add:

1. Outbound Call Information and action taken
   
2. Disclaimers relayed
   
3. Conference or Transferred Call info
   
4. Job # info if applicable
   
5. Supervisor approval details
   
6. Escalation reason, SOS, etc.
   

When highlighting your summary to copy, make sure not to Delete or the summary will be lost.

In CXone you will see a new Co-Pilot Tab which may include a Legal Disclosure and Customer Sentiment info.

This will not be used at this time. Please remember to click on your Screen-Pop tab to view the caller's details.

Link to Test Feedback Form

Auto-Summary Video:

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