AI Case Summarization is a quick recap of lengthy content in each Service Record – directly from the Queue. These summaries allow Admins to eliminate the need to spend time opening each ticket and reading its Notes, Messages, Solutions, and Resolutions.
This document explains how to use AI Case Summarization -- which generates summaries based on the content of the following Fields:
Notes
Message(s)
Solution
Resolution
You can read AI Case Summarization summaries from inside:
The queue
A Service Record page
To read a summary generated by AI Case Summarization from inside a Service Record page, hover over its Title, which then displays the summary inside the pop-up.
You can also read the summary from inside the queue by clicking the AI diamond icon next to the service record ID. The AI Case Summary will appear inside the pop-up.