Edit with AI

You can use AI to refine the instructions for prompts used in AutoSummary, Contact Journey Summary, and KB Answers.

  1. Click the app selector icon of app selector and select Admin.

  2. Select AI Studio > GenAI Prompt Editor.

  3. Open Copilot for Agents > Copilot AutoSummary.

  4. On the Prompt Configuration tab, scroll to the Instruction section and click Edit with AI button.

  5. Enter the changes or refinements you want to make and click Refine.

  6. In the preview window, your refinements will be added to the existing prompt instructions. You can:

    1. Edit the refinements and click Refine again.

    2. View two versions of the updated prompt instructions.

    3. Edit each version separately as many times as needed until you're satisfied.

  7. Once you've finalized the version you want to use, click Insert to apply it.

  8. To replace the current prompt instructions with one of the preview versions:

    1. Click Edit with AI again.

    2. In the preview window, select the version you want to use.

    3. Click Replace.

Alex, a contact center agent , was handling a case where a customer had called multiple times about a recurring issue with their mobile data plan. The summaries left by previous agents were vague and lacked emotional context, making it hard to understand the full picture. Frustrated by the lack of clarity, John, a prompt engineer, decided to improve the summarization process for future cases. He opened the GenAI Prompt Editor, navigated to the Copilot AutoSummary section, and clicked Edit with AI .

There, he entered a refinement: “Include emotional tone and clear next steps in the summary.” After reviewing the AI-generated suggestions, he selected the one that best captured both empathy and action, then clicked Insert.

In the next review of a customer interaction, Alex saw that the summary accurately described the customer’s frustration, the steps taken to resolve the issue, and the suggested follow-up actions.