Configure AI Prompt for Copilot for Agents Self-Service Sentiment

This feature supports Copilot for Agents when a Digital Experience (DX) (self-service) interaction — such as a chat handled by Virtual Agent Hub or AI Agents (Cognigy)— is transferred to a live agent. It uses the same GenAI Prompts infrastructure as the native Copilot for Agents summary and sentiment features, but is scoped specifically to the self-service portion of the interaction.

You can use NiCE CXone GenAI Prompts to control the prompt that Copilot for Agents uses to generate the Self-Service Sentiment (the customer’s sentiment during the bot session). This lets you control the customer label, max length, language, and instructions used to generate it. Once you have completed your prompt configuration, you can import or enter transcripts to test the settings against. If you are 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.

All users can now open the LLM Model dropdown. Users with an Prompt Editor Advanced license can select any model in the list; other users are limited to standard models. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

If the LLM model currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM Model dropdown stating that the model will retire in a set number of days and prompting you to update to a supported model.

When a model you use is closer to its retirement date, NiCE CXone also displays an LLM Update dialog when you open the affected profile. The dialog states the date the model switches to retention mode, after which the model is no longer accessible, and reminds you to update the LLM and test and publish all affected profiles before that date. Select Don't show this message again to suppress the dialog for that profile, or click OK to close it.

Launch GenAI Prompts

1. Click the app selector .

2. Under General, select AI Studio.

3. In the AI Studio left navigation, select GenAI Prompts.

Create Prompt Profile

Required permissions: Launch GenAI Prompts, Prompt Access Edit

You will also need a license for NiCE CXone Copilot for Agents and Virtual Agent Hub or AI Agents (Cognigy), with the Self-Service 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. In the Profiles tree expand Copilot for Agents >  Self-Service Sentiment.

2. Create a new, blank profile. To do so, click the plus icon next to the Self-Service Sentiment group. The new profile appears at the bottom of the list.

3. 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 Self-Service Sentiment profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

4. 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 these options:  Short (1 - 50) words Medium (51 - 100) words Long (101 - 200) words Extra Long (201 - 250) words Extended (251 - 500) words Large language models attempt to follow the selected maximum length, but the generated summary may be slightly longer or shorter than the requested range. This can be more noticeable for shorter lengths. For more information, see About GenAI Prompts response length behavior.
   What is the language of the summary?	The language the summary appears in. You can choose between these options:  English (United States) English (United Kingdom) English (Australia) English (Canada) Portuguese (Brazil) Portuguese (Portugal) Spanish (Latin America) Spanish (Spain) French (Canada) French (France) German (Germany) Dutch (Netherlands) Japanese (Japan) Italian (Italy) Welsh (Wales) Korean (South Korea) Norwegian (Norway) Finnish (Finland) Chinese Simplified (China) Chinese Traditional (China) This field only impacts the language of the generated content. Considerations for multilingual Automated Summary (AutoSummary) deployments The large language model (LLM) selected for Automated Summary (AutoSummary) can affect summary generation in multilingual environments. When configuring Automated Summary (AutoSummary) for multiple languages: Test representative interactions in each language your organization supports. Verify that summaries are generated in the expected language. Review generated summaries for accuracy and completeness. Validate the configuration using the GenAI PromptsTest Suite before publishing changes. Different LLMs can produce different results for multilingual interactions. When evaluating a model, test the languages and interaction types used in your organization to ensure that the generated summaries meet your business requirements. After publishing a prompt profile: Allow time for the updated configuration to become available to users. Monitor generated summaries to verify that the results meet your business requirements. If necessary, update the prompt configuration and republish the profile. For Automated Summary (AutoSummary) deployments that require summaries in languages other than English, Claude Sonnet is the recommended model. If your prompt instructions include custom redaction rules, Claude Haiku or Claude Sonnet are recommended. Test the selected model with representative multilingual interactions and prompt configurations before deploying changes to production.
   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:  ###Instructions### Summarize: Summarize the intent, steps taken, and resolution of the interaction in a paragraph called Call Summary. If an order was placed, list the order details as a paragraph called Order Details. If no order was placed, exclude the Order Details paragraph. For Order Details, list the following details: -Contact name -Order recipient -Order number -Account number -Contact phone number

Add Transcripts for Testing

Required permissions: Launch GenAI Prompts, Prompt Access Edit

Import a Transcript

1. Click the Transcript 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 have 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 have included in the table.

Test and Publish the Prompt

Required permissions: Launch GenAI Prompts, Prompt Access Edit

After you have 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 are satisfied with your transcript, click Test Response.

2. Review the response generated for the customized prompt and transcript you provided. If you are not satisfied with the result, adjust the prompt configuration settings and try again. Continue testing the response and adjusting your settings until you are satisfied with the autosummary your prompt is generating.

3. Click Publish Prompt.

How to Invoke the Prompt

Once published, this prompt is used automatically whenever a self-service interaction handled by AI Agents (Cognigy) is escalated to a live agent. There's no additional profile or configuration step — you do not select this prompt anywhere in the Copilot for Agents profile.

Self-Service Summary and Self-Service Sentiment are delivered through an API integration between AI Agents (Cognigy) and NiCE CXone rather than a setting you turn ON yourself. To have this set up for your business unit, contact your NiCE CXone Professional Services team.