Use Case 2: Generate Transfer and Closing Summary

In this scenario (illustrated in the following image), Generative AI automatically generates a Summary of the conversation, highlighting key points, action items, and resolutions. Transfer Summary for another Agent is generated in case Call Center Agent needs to escalate/transfer Service Request to another Agent and a Closing Summary to be sent to customer is generated in case of a successful resolution.

As shown in the above image, a typical flow involved in generating a Transfer Summary is a follows:

1. User needs to create new activity and select Type=Transfer Summary.

2. Siebel will trigger call to the configured Large Language Model to generate summary based on all inbound and outbound communications.

3. User will have an opportunity to review and edit response before saving Transfer Summary and assigning Service Request to another agent.

As shown in the above image, a typical flow involved in generating a Closing Summary is a follows:

1. User needs to create new activity and select Type=Closing Summary.

2. Siebel will trigger call to the configured Large Language Model to generate summary based on all inbound and outbound communications between call center agent and customer.

3. User will have an opportunity to review and edit response before saving Closing Summary.