Introduction
Automated Conversation Summaries provides agents with AI-generated summaries, so they can quickly catch up on ongoing and historical conversations with consumers previously handled by a bot or a human agent. The summary includes the consumer's questions, concerns, key problems, and attempted resolutions by the bot or previous agent across voice and messaging.
Agents can use this feature to easily determine the current intent of the consumer without having to read through the entire transcript, which saves them time and effort. The summary is available for both ongoing and historical conversations, providing context and helping to resolve any ongoing issues.
The summary can be accessed in two ways:
- For ongoing conversations: in the Summary Widget
- For historical conversations: above the transcript and under the Conversation History widget
Key benefits
- Reduce conversation handle time
- Improve the agent experience during user hand-offs
- Reduce the time to respond
- Decrease the average number of agent responses
- Increase CSAT
Overall, improve the efficiency and effectiveness of your agents, leading to higher consumer satisfaction and better business outcomes.
Language support
Automated conversation summaries are available for English and Spanish, with experimental support for multi-language.
Limitations
- Only conversations with a minimum of 5 messages are summarized.
- Summaries aren't editable.
Prerequisites
Activate LivePerson's Generative AI features.
Get started
Ready to get started? Please reach out to your account team to discuss pricing and enablement of this LLM-powered feature. After the feature is enabled for your account, you can configure the solution.
We offer 30 days of Preview access for free. Your LivePerson account representative can start the preview in the Management Console within Conversational Cloud.
