Chat in Browser UI: Summarization for Chat
The Summarization feature for Chat leverages AI to create brief summaries of previous conversations, which are presented to agents at the start of each live chat session. At the end of a conversation, an updated summary is automatically added to the related chat incident. A summary is also provided during the transfer process, whether the chat is transferred from a live agent or a bot agent.
25D Summarization for Chat
Business Value:
Elevated Engagements: Artificial Intelligence provides agents & customers a better chat experience
Steps to Enable
System Requirements
- An AI Service to provide the summarization functionality
- Engagement Panel v19+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
- External Objects is enabled for your site
- Versioning Service is enabled for your site
- This feature does not require a CX upgrade
- This feature does not require a feature flag
- The Chat Summarization feature is available in the BUI OCT I release, available on non-production sites September 19, 2025 and on production sites October 03, 2025
Tips And Considerations
- More information about configuring this feature can be found at cx.rightnow.com, please search for "Requirements to configure Summarization for Chat in the Browser User Interface"
- Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
Access Requirements
- Chat Admin
- Chat Agent