Chat Summarization

Overview

This skill generates structured summaries of public sector chat interactions in ServiceNow. Government chat interactions require special handling for compliance documentation, citizen service tracking, language accessibility, and audit trail requirements that differ from standard commercial customer service.

Key capabilities:

• Summarize citizen chat conversations with key topics and outcomes documented
• Track service requests and referrals initiated during chat sessions
• Capture citizen sentiment and satisfaction indicators
• Document language and accessibility accommodations provided
• Generate handoff-ready summaries for case escalation or agency transfer
• Produce audit-compliant interaction records with timestamps and agent actions

When to use: When a government agent needs to summarize a completed chat session for case documentation, when transferring a citizen to another agent or agency, when supervisors review chat quality and compliance, or when generating interaction analytics for service improvement.

Prerequisites