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Summarise conversation
In the FROGED inbox, artificial intelligence features have been added. One of them is to summarise the content of the conversation in several lines that summarise the key points. All agents in the workspace have access to this functionality if they have it configured in their settings and permissions.
To summarise a conversation in the inbox you must click on the button at the top ‘AI summary’.
To summarise a conversation in the inbox you must click on the button at the top ‘AI summary’.
When this button is clicked, the summary is generated in a private note within the conversation. This message is only visible to the agents working from FROGED, not to the client.
The parameters contained in the summary are:
- Main language of the conversation
- Main customer issues or requests
- Key actions taken or solutions provided
- Pending items or follow-ups needed
- Customer sentiment
- Agent sentiment
To generate a conversation summary in the inbox correctly it must meet the following requirements:
- Contain at least 5 text messages
- Audios are not considered text messages, so they cannot be summarised
- For a phone call to be taken into account in the summary, the transcript must be available
FROGED