AI-generated conversation summary sets context for Teams-based collaboration

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Apr 2022 - -

Business value

Reading through a long conversation transcript to understand the context can be time-consuming. On top of that, writing a summary of the conversation adds even more time. With an AI-generated conversation summary, when an agent has a conversation with a customer and wants to collaborate with other agents, supervisors, SMEs, and so on using embedded Microsoft Teams, AI automatically provides a summary of the conversation for agents to share with their collaborators.

Feature details

Some of the key capabilities of this feature are:

  • Auto-generated summaries that agents can use to share the context of their service conversations.
  • A summary format structure that provides insights about the customer's issue and any solutions that the agent tried.
  • The ability for agents to edit the auto-generated summary.