Omnichannel for Customer Service – Summaries

Omnichannel for Customer Service has a new feature that allows co-pilot to generate conversation and case summaries. Before using summaries, they need to be enabled and configured in the Customer Service Admin Center. With the summaries option, users can control if summaries are available for cases and live conversations. During a conversation, agents can create a summary on demand by using the co-pilot icon. At the end of a conversation, users can receive a summary of the complete conversation and create a case. The case summary includes case title, customer, case subject, product, priority, case type, and case description. The new summaries option works well and is a useful feature.

Article 21m Neil Parkhurst Dynamics 365

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