Contact center executives can get
summaries and insights on records at the click of a button. The concise overview saves time and
helps users quickly understand the records.
Required Editions
Available in: Lightning Experience
Available in: Starter, Professional, Enterprise, and
Unlimited Editions with the required add-ons
User Permissions Needed
To create summary and insights:
Einstein GPT Prompt Template User, Prompt Template Manager, and Einstein for
Service Innovations
Contact center executives can use AI Summary to get AI-powered insights on a specific
record page or the user's home page. For example, when wrapping up a call with a customer or
prospect, contact center executives can use AI Summary to automatically summarize the
engagement interaction. The generated summary includes key information, such as the topic of
the interaction, reference number, and the customer's name. This summary is derived from the
Engagement Interaction, Engagement Topic, and Notes records created during the
engagement.
From the dropdown on AI Summary, select the appropriate prompt template.
Click Generate.
AI Summary generates and shows the summary.
To edit the summary, click Edit.
Make the changes, and then click Done.
Save the summary.
The summary appears in a preconfigured field.
Note If the field where AI Summary
is used can’t handle the number of characters in the output, the summary can’t be saved.
Contact your admin for help.
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
