Configure AI Prompt for Real-Time Summary

You can use CXone Mpower GenAI Prompt Editor to control the prompt that Copilot for Agents uses to create real-time summaries. This lets you control the length, language, and instructions of the summary. Once you've completed your prompt configuration, you can import or enter up to five transcripts to test the settings against. If you're not satisfied with the response generated in the test, you can continue to refine your settings until you are satisfied. After that, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

If you have the LLM Model Selection license enabled with the Custom Prompt Template feature, you will see a dropdown at the top of each prompt profile that shows the current LLM Model the profile uses. You can select a different model from the list to change it. If the license is not available, the dropdown still appears but is inactive. It displays the model used by the profile, but you cannot make any changes to the selected LLM. If you want to use a different LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. for a prompt profile, contact your CXone Mpower Account Representative for assistance.

Create Prompt Profile

Required permissions: Launch GenAI Prompt Editor, Prompt Access Edit

You will also need a license for CXone MpowerCopilot for Agents and the real-time summary feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

1. Click the app selector and select Admin.

2. Select AI Studio > GenAI Prompt Editor.

3. Open Copilot for Agents > Real-Time Summary.

4. Create a new profile. You can do this in one of two ways: 

   1. Create a new, blank profile. To do so, click the plus icon next to the Copilot Real-Time Summary folder. The new profile appears at the bottom of the list.

   2. Duplicate an existing profile.  

      1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

      2. Rename the copy by locating it at the bottom of the Copilot Real-Time Summary profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

5. On the Prompt Configuration tab, adjust the values for these fields as needed:

   • Who is the contact center agent?

   • Who is the contact center customer?

   • What is the max length of the summary? 

   • What is the language of the summary?

   • What are the instructions for the summary?

   Learn more about fields in this step

   Field	Details
   Who is the contact center agent?	A brief description of the agents handling the interaction. For example, Customer service assistant for the business Classics, Inc.. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output summary text, include written details in the Instructions field. For example, When referencing the agent, use the word "Associate".
   Who is the customer?	A brief description of the person being helped. For example, Classics, Inc. customer. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output summary text, include written details in the Instructions field. For example, When referencing the customer, use the word "Consumer".
   What is the max length for the summary?	The maximum length of the summary between three options:  Short (1 - 25) words Medium (26 - 50) words Long (51 - 75) words Extra Long (76 - 100) words
   What is the language of the summary?	The language the summary appears in. You can choose between these options:  English Portuguese Latin American Spanish This field only impacts the language of the generated content.
   What are the instructions for the summary	The information you want the summary to include and the format you want it in. Important: The What is the language of the summary? field only affects the language of the generated summary. You must enter these instructions in English. For example:  Analyze contact center transcript, highlighting customer's reason for contact, key interaction details, agent's actions, and resolution, ensuring gender-neutral pronouns and redaction of sensitive info like usernames, passwords, social security numbers, credit card numbers, birth dates or security codes. Output "No meaningful dialogue" for interactions lacking relevant AGENT/PATRON dialogue or customer queries. Ensure all needed information is extracted, and confirm accuracy and thoroughness before submission.

Add Transcripts for Testing

Required permissions: Launch GenAI Prompt Editor, Prompt Access Edit

Import a Transcript

1. Click the Transcripts tab.

2. Under the Transcript Options area, in the Type of Transcript File field, select Segment.

3. Enter the segment ID of the transcript you want to use in the What are the segment IDs for the transcripts? text box. Click the add button. The new transcript appears in the table below the text box.

4. Click the paper and pencil icon to view and edit the imported transcript. The transcript shows dialog from the agent in purple and the contact in blue.

5. Modify the transcript as needed. You can take any of the following actions: 

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all dialog by clicking Clear in the top right corner of the window.

6. Continue to add agent and contact dialog until you have completed the transcript.

7. Click the Back to Transcript List icon to return to the table of transcripts.

8. Continue adding the transcripts you want to test. Testing the prompt will use all of the transcripts you've included in the table.

Manually Enter a Transcript

1. Click the Transcripts tab.

2. For the Type of Transcript File field, select New Transcript.

3. Click Create New Transcript. A new transcript appears in the table below.

4. Click the paper and pencil icon .

5. Modify the new transcript by using the following actions as needed:

   • Click + Agent Phrase or + Client Phrase at the top of the window to add a new dialog box of a certain type. The new agent or contact dialog box appears at the bottom of the transcript. Enter the dialog for the role you selected.

   • Add another dialog box of the same type (agent or client) by selecting the box above where you want the new box and clicking the add dialog box icon . The new box appears below the box you selected. Enter the dialog you want and then click the save icon .

   • Edit a dialog box by selecting the box you want to change and clicking the pencil icon . Make the changes you need and then click the save icon .

   • Move dialog boxes higher or lower in the transcript by selecting the box and clicking the up icon or the down icon until the box is where you want it.

   • Delete a dialog box by selecting the box and clicking the trash can icon .

   • Remove all dialog by clicking Clear in the top right corner of the window.

6. Continue to add agent and contact dialog until you have completed the transcript.

7. Click the Back to Transcript List icon to return to the table of transcripts.

8. Continue adding the transcripts you want to test. Testing the prompt will use all of the transcripts you've included in the table.

Test and Publish the Prompt

Required permissions: Launch GenAI Prompt Editor, Prompt Access Edit

After you've configured the prompt settings and added a transcript, you can test your prompt with that transcript. This will help you see what the AI-generated text looks like and gives you a chance to refine your settings. Publishing the prompt makes it available both for others to see and for selection in Copilot for Agents profiles.

1. When you're happy with your transcript, click Test Response.

2. Review the response generated for the customized prompt and transcript you provided. If you're not satisfied with the result, adjust the prompt configuration settings and try again. Continue testing the response and adjusting your settings until you're satisfied with the real-time summary your prompt is generating.

3. Click Publish Prompt.

Select the Prompt in Copilot for Agents

Once you've published the prompt profile, you can select it in the Copilot for Agents Config page profile.

1. Click the app selector and select Admin.
2. Select AI Studio >  Copilot for Agents Config.
3. From the list of Copilot profiles on the left, select the Copilot for Agents profile you want to apply the real-time summary prompt profile to. If you don't have one yet, click Add Copilot Profile and follow these instructions to create one.
4. On the Configuration tab, scroll down to the AI Response Settings section and turn on Real-Time Summary. From the Real-Time Summary Profile drop-down, select the prompt profile you want to use.
5. Click Save.