# AI Generated Summary

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## Introduction

As soon as the ticket is handed off from the bot to the agent, our AI steps in, it understands the user intent, collects the user information and creates a crisp summary of the conversation.

{% hint style="info" %}
Summaries are generated only for the conversations where the number of messages in a conversation are greater than 7.
{% endhint %}

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## How is this going to help?

Agents are equipped with comprehensive insights the moment they open a ticket, facilitating quicker responses, reducing AHT, and ultimately enhancing overall customer satisfaction. Here’s what the feature captures:\
![](https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FUMktZvmkONg5VJeCaSA4%2FScreenshot_2024-02-20_at_11.33.29_PM.webp?alt=media\&token=6a211c44-4c96-4ffa-958b-9e3f4def95bd)

* **Customer Information**: Access key details effortlessly! Customer details such as phone numbers, order IDs, customer name and email ids are now intelligently included if mentioned during the conversation.
* Intent Identification: Our AI categorizes customer intents accurately, from Product Discovery to Cancel Order or Order Tracking.
* Current Conversation’s Summary: Use a concise 3-4 line summary of the current ticket, highlighting client responses and essential bot interactions.

Previous Summary: Keep the context intact! Easily recap the most recent ticket within the last 30 days, including both the summary and resolution for seamless continuity.
