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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 28, 2022 |
- | - |
Business value
A lengthy conversation transcript to understand the context can be time-consuming to read. Similarly, writing a summary of the conversation adds time. With AI-generated conversation summary, when an agent accepts a conversation that's transferred by a chatbot or another human agent, or when the agent wraps up a conversation to write case notes, the AI model automatically provides a summary of the conversation for agents to quickly pick up the context or complete the case note.
Feature details
Key capabilities of this feature include:
- Conversation summaries can be automatically generated when:
- A conversation is handed off to an agent by the bot.
- A conversation is transferred to an agent from another agent or when the agent consults another agent.
- A conversation is ended.
- A summary format structure that provides insights about the customer issue and any solutions that the agent tried.
- An option for admins to enable an auto-generated summary.