Chat Summarization - Virtual Agent

Overview

This skill generates concise, structured summaries of virtual agent chat sessions to improve agent handoff quality, enable trend analysis, and create audit trails. Each summary includes topic classification, resolution status, captured data, and handoff context.

• Extract key information from virtual agent conversation transcripts
• Classify conversations by topic, intent, and outcome
• Determine resolution status: self-served, escalated, abandoned, or unresolved
• Build handoff context packages for seamless live agent takeover
• Identify captured slots and missing information for follow-up
• Generate batch summaries for trend reporting and quality analysis

When to use: When live agents need quick context on escalated chats, when management needs conversation analytics, or when building audit trails for virtual agent interactions.

Prerequisites