Copilot Automated Summary (AutoSummary)

Copilot Automated Summary (AutoSummary) is an AI-powered capability of Copilot for Agents that automatically generates a summary of a customer interaction as soon as it ends. It captures the reason for contact, what happened during the interaction, so agents do not have to write after-call notes manually. Copilot Automated Summary (AutoSummary) is configurable in the Copilot for Agents profile in AI Studio. A prompt in GenAI Prompts generates the summary content, and you can manage that prompt.

  • This page covers Copilot Automated Summary (AutoSummary), which is the current, supported version of automated summarization. Standalone Automated Summary (AutoSummary) and Copilot Automated Summary (AutoSummary) are configured differently and do not share settings. Contact your NiCE CXone Account Representative if you need help moving from standalone Automated Summary (AutoSummary) to Copilot Automated Summary (AutoSummary).

  • You do not need to write a summary yourself. You can review and edit a Copilot Automated Summary (AutoSummary) before saving it. The version you save, including any edits, is what gets stored with the contact record.

  • If a summary fails to generate, you can retry generation where the retry option is available in your agent application, or enter the summary manually in the editable notes field.

  • If the disposition notes are blank right after you submit, the summary likely had not finished loading into the Notes field yet. Wait for it to populate before saving the disposition. If this happens often, contact support with example contact IDs, dates, and times.

  • It’s expected for a transferred interaction to show a different summary for each agent. Each agent’s segment generates its own summary independently, so this is not an error.

  • If a digital conversation marked Resolved is reopened and continues, a new summary is generated when it's next resolved or closed.

How Copilot Automated Summary Works

  • Copilot Automated Summary (AutoSummary) processes the interaction transcript as the conversation happens, then generates the summary once the interaction ends.

  • For voice interactions, the summary generates automatically when the call ends. If a call is on hold and resumed, hold time does not interrupt summary generation.

  • For digital interactions, the summary generates when the conversation is marked Resolved or Closed.

  • On a transferred interaction, each agent’s segment gets its own summary. The receiving agent also sees a transfer summary during the interaction, so they have context without asking the customer to repeat information.

  • The summary is generated only from the interaction transcript. It does not pull in knowledge articles or other content.

  • If an interaction contains no meaningful conversation, the summary states that instead of generating unrelated content.

  • Conference call scenarios are not supported.

  1. Click the app selector icon of app selector and select AI Studio > Elements. The application displays the Elements interface.

Enable Copilot Automated Summary (AutoSummary)

You enable Copilot Automated Summary (AutoSummary) as part of a Copilot for Agents profile in AI Studio.

Copilot for Agents and Agent Assist Hub must be enabled for your organization before you can create a Copilot for Agents profile. If you plan to use knowledge features, Knowledge Hub or Knowledge Management (Expert) must also be enabled. Contact your NiCE CXone Account Representative to enable these.

  1. Click the app selector icon of app selector and select AI Studio > Profiles. The application displays the Profiles interface.

  2. Create or open a Copilot for Agents profile.

  3. Go to Copilot for Agents Profile > Configuration > AI Response Settings.

  4. Enable Generate AutoSummary.

  5. Choose how the summary is delivered using two settings:

    • Send AutoSummary to Outcome Panel: Populates the summary into the Notes field of the CXone Agent Outcome Panel. This option is available for the CXone ACD only.

    • Show AutoSummary card: Presents the summary in a Copilot card. You can enable either setting, both, or neither. If neither is enabled, summaries are still generated and available through reporting and the API, but agents do not see them.

  6. Select the prompt for the summary from the Auto Summary Profile drop-down, or use the default system prompt. To use a custom prompt, build it first - see Configure AI Prompt for Copilot for Agents Automated Summary (AutoSummary).

  7. If you enabled Show AutoSummary card, select the card features from AutoSummary Card Features:

    • Open as Expanded: Display the card expanded by default.

    • Copy to Clipboard: Let agents copy the summary text.

    • Editable: Let agents modify the summary in the card. This option is not available when Send AutoSummary to Outcome Panel is enabled.

  8. Go to Assign Skills and a Transcription Service and assign the profile to the skills that should generate summaries.

  9. After you enable Automated Summary (AutoSummary), agents on the assigned skills see the summary in the location you configured as soon as an interaction ends, and can edit it before saving.

  • Only interactions routed through the assigned skills generate a summary.

  • If you deliver the summary to the Notes field, the assigned skill must have a disposition configured. If you deliver to the card only, the skill needs a post-contact work timer instead.

  • If a summary does not appear for a particular interaction, confirm that this profile is assigned to the skill the interaction used, and that a delivery destination is still enabled in the profile.

Customizing Content and Length

Use the GenAI Prompts in AI Studio to customize the structure, tone, level of detail, and organization-specific instructions in the prompt you select from the Automated Summary (AutoSummary) Profile drop-down. You can start from a default prompt template and adapt it, and you can test prompt changes against sample transcripts before publishing them. For steps, Configure AI Prompt for Copilot for Agents Automated Summary (AutoSummary).

The summary length is set in the prompt profile using the Maximum summary words length setting. Five options are available: Short (1-50 words), Medium (51-100 words), Long (101-200 words), Extra Long (201-250 words), and Extended (251-500 words). The default is Medium (up to 100 words). The word limit is an instruction to the AI model, so an occasional summary may run slightly over the selected limit.

The disposition Notes field holds approximately 1,000 characters; a summary longer than the field limit is truncated when it is saved to Notes. The real-time retrieval API is not subject to this limit - it always returns the complete generated summary, so a summary retrieved through the API may be longer than the version saved in the Notes field. To ensure the saved notes are never cut off, use the Short or Medium length setting when Notes is your primary destination.

  • If a summary does not follow your custom instructions, test them in the GenAI Prompts against sample transcripts. Long or conflicting instructions reduce reliability, so keep custom instructions specific and concise.

  • The disposition Notes field has a maximum length. If your configured summary length is close to or exceeds that maximum, the summary can be truncated when it’s saved to the Notes field. If Notes is your primary destination for summaries, choose a shorter length setting so summaries are not cut off.

  • If a summary does not appear for a particular interaction, confirm that this profile is assigned to the skill the interaction used, and that a delivery destination is still enabled in the profile.

Supported Channels and Languages

Copilot Automated Summary (AutoSummary) supports:

  • Voice interactions

  • Digital interactions, such as chat

  • Email interactions

Summaries can be generated in the following languages: Chinese Simplified, Chinese Traditional, Dutch, English, Finnish, French, french (Canadian French, German, Italian, Japanese, Korean, Norwegian, Brazilian Portuguese, Spanish, Swedish, and Welsh. The output language is set in the Copilot for Agents profile.

  • If a summary generates in the wrong language, check the language setting in the Copilot for Agents profile. It controls the output language of the summary.

  • Canadian French support for Automated Summary (AutoSummary) has been confirmed internally, even though it has historically been missing from some published language lists. Cross-check the full list above against the live Supported Languages page before publishing, since that page has a history of small omissions.

  • Transcription runs in the single language configured for the interaction. If more than one language is spoken during an interaction, only speech in the configured language is transcribed reliably; speech in other languages is not captured in a usable way and will not be reflected in the summary. For the most reliable summaries, configure skills so that each skill handles a single language.

Data Handling and Redaction

Copilot Automated Summary (AutoSummary) runs as a multi-tenant service: your interaction data is processed alongside other tenants’ data on shared infrastructure, but that processing takes place entirely within your tenant’s assigned geographic region, including the AI model itself. Your interaction data is not used to train NiCE foundation models or third-party AI models. Data is transmitted over encrypted connections and stored encrypted within the NiCE CXone platform.

Pending Security/Legal review: The architecture statements above are verified and internally reconciled (multi-tenant processing, region-resident including AI model inference, no use of customer data for model training), but require formal Security and Legal sign-off before external publication. Do not publish this section until that review is complete. A dedicated architecture, residency, and retention topic is planned separately and should be linked from here once available.

Copilot Automated Summary (AutoSummary) applies default masking to Social Security Numbers and credit card numbers at the transcription level, before that content reaches any AI processing or the summary. This masking currently applies to the voice channel only. On digital channels, text a customer types is not masked by default, so card numbers or other sensitive values typed into a chat can reach the transcript and the summary.

You can add instructions to your summary prompt to reduce how often specific data types appear in summaries. Prompt instructions reduce occurrences but are not a guaranteed filter, since they are instructions to the AI model rather than a hard technical control. Do not rely on prompt instructions alone to meet a compliance requirement.

  • Default masking does not cover names, addresses, dates of birth, driver’s license numbers, CVV codes, or card expiry dates. These can appear in generated summaries. If you handle regulated data on digital channels, do not collect it through chat. Use a PCI-compliant payment method, such as a secure payment link or a transfer to IVR, to keep that data out of the transcript entirely.

  • Redaction profiles configured in Interaction Analytics (CXone) or data policies configured in Interactions Hub do not apply to Copilot Automated Summary (AutoSummary). Those controls act on a separate, post-interaction data path. Copilot Automated Summary (AutoSummary) consumes the real-time transcript stream directly, so it is not protected by those controls.

Retention

The saved summary is stored with the contact record and follows your tenant’s retention and lifecycle policies. Summaries and related metrics shown in the Observability Dashboard are retained for up to one year.

The transcript copy used to generate the summary is transient: It is held in a secure operational store only for a limited period after the interaction ends and is then deleted automatically. It is not retained as a permanent record; the permanent transcript and recording remain in NiCE CXone storage under your tenant's retention and lifecycle policies.

Reporting and Analytics

You can find generated summaries in two places after an interaction ends:

  • Contact history and contact reports: The saved summary is stored with the contact record.

  • Observability Dashboard: View summaries, adoption trends, and how often agents edit the AI-generated summary before saving it. Data can take a few hours to appear and is retained for up to one year.

In the Observability Dashboard, summaries are classified by how agents used them: As Is (saved with little or no change), Minor Revisions, Revised, and Ignored (a summary was generated but not used). These categories are based on comparing the AI-generated summary with the final saved version, and help you measure adoption and identify where summary quality can be improved. For details, see the Observability Dashboard page.

Retrieving Summaries and CRM Delivery

You can retrieve a Copilot Automated Summary (AutoSummary) in two ways:

  • Real time: An API returns the full summary as soon as the interaction ends. This is the recommended method for pushing summaries into a CRM or case system, and it is available for a limited time after each interaction. The API can also return the agent-edited version of the summary alongside the AI-generated original, using an optional request parameter - so both the original summary and the version the agent saved are available for retrieval.

  • Historical: The saved summary is available as part of the contact record’s disposition notes through standard contact data access, subject to the Notes field length limit described earlier.

If your organization uses CXone Agent, data memorialization can automatically write saved disposition notes into supported CRM systems when a contact completes.