Use Hero AI Summaries — a Hero AI feature — to create a structured, thorough summarization of an entire Conversation with one click. Hero AI Summaries make it easy for you to catch up on ongoing Conversation or create a summary of your interaction with a Customer before moving on to the next one. This helps future Agents easily understand the Conversation’s context and history.
Hero AI Summaries overview #
Hero AI Summaries feature can summarize a Conversation in two parts as long as it’s in Open, Waiting, or New status.
- [A] Reason for Customer Contact – Captures the primary subject of the Conversation.
- [B] Summary of the Conversation – Recaps key Conversation points.
A recently closed Conversation can only be summarized if reopened.
Summarize a Conversation #
There are two ways to ask Hero AI Summaries to summarize a Conversation:
The key difference between the two is that Notes allows you to edit the summary generated. On the other hand, the summary generated through the Plus Menu is faster to generate with fewer steps, but it cannot be edited. However, you can rate the accuracy of the summary to help the feature improve.
From the Plus Menu #
Click the Plus Menu from the open Conversation, then click Summarize Conversation. A summary of the Conversation will appear on the Conversation Timeline after a moment.
- The Summarize Conversation option is only clickable if the Conversation is open.
- The summary cannot be edited.
- Keep in mind the possibility of the summary not being completely accurate. If you don’t agree with the summary, create a Note to enter an accurate summary of the Conversation.
Click the thumbs up/down to rate the accuracy of the summary. Be sure to provide a rating once the summary is provided, as the rating option disappears after three minutes.
From Notes #
Click the Plus Menu from the open Conversation, then click Notes. From the Notes Composer, click the Summarize Conversation icon.
Review the summary and edit as needed to add more details, then click Add to save the Note in the Conversation Timeline.
Nuances to consider when summarizing an open Conversation #
Summarize text-based Contacts
The Hero AI Summaries feature can only summarize text-based content. It cannot summarize content inside images and voice Contacts (e.g., a phone call). The minimum requirement is three text-based Contacts in the Conversation, and at least one of them must have originated from the customer.
Conversation Reopen Window
Hero AI Summaries will analyze the entire Conversation when a Conversation is closed and reopened within the Conversation Reopen Window. However, if the Customer reaches out again about the same Conversation after the reopen window has passed, Hero AI Summaries will only consider the currently open Conversation. Keep in mind that trying to summarize a Conversation without sufficient context will result in the “not enough content” error.
Possible errors when using Hero AI Summaries #
While rare, a few errors may occur when using Hero AI Summaries.
| Error | Reason |
|---|---|
| More content is needed to provide a meaningful summary. | Conversation doesn’t have enough details to provide an accurate summary. |
| The summary could not be created because the conversation is too long. | Conversations with too much text or too long may fail to be summarized. |
| Conversation summaries can only be created when the conversation is open. | Conversation must be open to request a summary. Reopen a Conversation by adding a Note. |
| More text from the customer is needed to create a summary. | Conversation that is too short could sometimes fail to be summarized. |
| We cannot provide a summary at this time. Please try again later | Could be caused by various reasons, from network to server issues. Try to summarize again if this error appears. |
