Enable AI generated conversation summary(preview)

In this article I am going to discuss a feature that is currently in preview. I had a little trouble finding out how this works, which is why I decided to write this article about it. This feature is part of the collaboration between Dynamics 365 Customer Service and Microsoft Teams which utilizes an AI model that uses natural language to summarize a transcript of an active chat conversation from Dynamics 365 Customer Service inside a connected chat in Microsoft Teams.. Let me explain in some more details how exactly this works. If your Dynamics 365 Customer Service (Onmichannel) instance is connected to a Power Virtual Agent, at some point the chat will be handed off from the virtual agent to a live agent. This will create a conversation record in Dynamics 365 Customer Service and this is where the magic happens. At some point the agent might want to start a chat with a co-worker via the Microsoft Teams integration in Dynamics 365. If they create a new ‘connected’ chat (this means the Teams chat will be connected to the conversation/chat record) the system will then automatically generate a summary of the conversation the agent had with the customer, in the Teams chat! How cool is that! This will save a lot of time, as the agent won’t have to write a long message to the co-worker to explain what the issue is and what they have tried to fix the problem, because AI will generate the message FOR THEM!!!
It’s important to understand that there are two different components of the summarization that will show in the Microsoft Teams chat:

• Resolution tried so far: This shows any steps that have been taken by the agent in order to resolve the problem or issue.
• Description of the issue: This summarizes the actual key issues/problem(s) that need(s) to be solved. Keep in mind there need to be at least 3 messages from the customer in order to generate this description.

In order for the summary to appear the ‘Include a note’ box has to be checked as you can see in the image below.

Another thing to note is that the agent has the ability to make changes the summary message, prior to the start of the chat. They can just type over the data in the note or remove data and then click ‘Start Chat’ which will enter the summary into the Teams chat. If they uncheck the ‘Include a note’ box, the summary will be removed all together.

Configuration

In order to test this preview feature out, there are some prerequisites. First of all you will need to be able to access chat in Dynamics 365 for Customer Service. One way to do that is to integrate omnichannel for D365 Customer Service with Power Virtual Agents. Then you’ll need to enable the Teams integration preview in your sandbox environment. You can do this by opening the ‘Customer Service Admin Center’ app and accessing the ‘Collaboration’ section below the ‘Agent Experience’ section on the sitemap. Click ‘Manage’ on the right side of ‘Embedded chat using Teams (preview)’, then turn on the ‘Enhanced Microsoft Teams Integration’ and the’Microsoft Teams chats inside Dynamics 365 (preview)’. The specific setting for the AI generated conversation summary preview feature can then be enabled. You can do this by scrolling down on the page until you see the ‘Conversation’ table. Click on the three dots next to it and select ‘Edit’.