Quickly capture conversation highlights and next steps from customer chats

Chat Summarization is a generative AI skill that generates concise summaries of live chat interactions between multiple parties including live agents, customers and virtual agents. By reviewing the conversation transcript, it produces a structured recap of key discussion points, customer needs, and agreed actions. This helps live agents get up to speed fast, document chats efficiently and maintain consistent and contextually aware records without manually retyping details or re-reading every box of text.

Key Capabilities

• Quick chat summarization
  Generates a summary directly from an active or completed chat session within the CSM Configurable Workspace automatically or ad-hoc through Now Assist Panel.
• Highlights key discussion points
  Captures the main issues raised, steps taken, and any commitments made during the conversation.
• Context-aware
  Uses the full chat transcript to maintain accuracy and reflect the customer’s concerns in order of importance.
• Feedback-enabled
  Agents can rate the summary, helping refine accuracy and ensure future outputs meet business standards.

Implementation

• Activate the Now Assist for CSM plugin.
• Enable the Chat Summarization skill in the Now Assist Admin Console or Skill Kit for the Customer workflow.
• Confirm the chat channel is integrated with CSM and that transcripts are stored for summarization.
• Configure access for appropriate agent roles and ensure the summarization button is visible in the workspace.
• Configure Chat Summarization and Wrap up Generation
• Using Chat Summarization and Wrap Up Generation

Key Best Practices

• Train agents to use keyboard shortcuts and quick actions in the chat panel with /summary

• Ensure chat transcripts are clear and free from unrelated system messages for better summary quality.
• Use cloned skills if you need to customize in Now Assist Skill Kit the summary format or remove unwanted details.
• Monitor feedback scores to identify when knowledge or workflow adjustments are needed.

Formal Learning

Now Learning: Now Assist for CSM Essentials Path

Measured Success and Outcomes

Outcome	Value to Agents	Key Metric
Faster post-chat wrap-up	Reduces time spent manually writing summaries	Average time to close chat records
Consistent documentation	Ensures key details are always captured	% of chats summarized
Improved case linkage	Supports accurate transfer of chat content into related cases	Number of chat summaries linked to cases
Better coaching and QA	Provides a quick reference for team leads reviewing agent performance	QA review time saved per chat

Frequently Asked Questions

Where does the summary appear?

In the chat record view within the CSM Configurable Workspace after clicking the “Summarize” button or by using the Now Assist Panel.

What are the triggers you can configure?

You can configure:

• Virtual Agent to Live Agent handoff automated summaries
• Live Agent to Live Agent handoff automated summaries
• Quick action availability
• Chat wrap-up automatic generation
• Short description automatic generation
• When a task is created the description and short description fields are automatically populated

Can agents edit the summary?

Not directly, but they can copy it into a case or notes and make changes there.

Does it work for virtual agent interactions?

Yes, as long as the conversation transcript is available in the workspace.

Can access be limited?

Yes, administrators can configure role-based access to the skill.