When using Generative Agent (GA), conversations may need to escalate to human agents. Live Agent Summary automatically generates concise summaries of these conversations, giving your agents the key context they need without having to read through lengthy chat transcripts. Live Agent Summary helps to improve Average Handling Time (AHT) by generating concise, structured summaries presented to the agents at handoff. The summary highlights:
  • Customer intent
  • Key actions taken
  • Unresolved issues
Live Agent Summary Interface

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How Live Agent Summary Works

Live Agent Summary enhances your existing Digital Agent Desk by automatically generating context during escalations:
  • Smart Context Generation: The system analyzes GA conversations and creates concise summaries when escalations occur
  • Inline Integration: Summaries appear directly in the transcript panel with highlight styling, so agents don’t need to switch between views
  • Complete Context: Agents maintain access to all standard transcript information (customer profile, conversation history) plus the generated insights inline
  • Immediate Understanding: No need to read through entire conversations - key information is highlighted and easily accessible

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Set Up Live Agent Summary

To set up Live Agent Summary, you need to work with ASAPP to enable the feature in your environment and configure the summary generation parameters:
1

Enable Summaries in Your Environment

Contact your ASAPP Implementation Manager to enable GenAgent summaries in your Digital Agent Desk environment.This involves configuring the summary generation parameters, setting up handoff trigger conditions, and testing the summary output quality.
Live Agent Summary requires Generative Agent to be configured and operational in your environment.
2

Validate Summary Output

Conduct pilot testing with a small group of agents to validate the effectiveness of summaries:
  • Review summaries with agents to confirm accuracy and usefulness
  • Gather feedback on summary clarity and completeness
  • Adjust summary parameters based on agent input and preferences
3

Roll Out to Production

Once validation is complete, roll out Live Agent Summary to your full agent team:
  • Train agents on how to interpret and use summary information effectively
  • Establish best practices for leveraging summary context in customer interactions
  • Monitor AHT and CSAT metrics to measure improvements and identify optimization opportunities

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Next Steps

After setting up Live Agent Summary, you’re ready to improve agent efficiency and enhance customer experience during handoffs. You may find the following sections helpful in advancing your Digital Agent Desk capabilities:

Knowledge Base

Learn how to configure and optimize your knowledge base for better agent support.

User Management

Configure user roles and permissions to optimize agent access and capabilities.

Queues and Routing

Set up efficient queue management and routing to complement summary capabilities.

Generative Agent

Learn more about the Generative Agent capabilities that power Live Agent Summary.