Business Problem:
Manually summarizing conversations—especially before handing off to another user—is time-consuming and cognitively demanding. Agents must review multiple messages, identify key topics, and write a coherent summary. This process is not only inefficient but also prone to human error, inconsistency, and incomplete information, which can negatively impact conversation continuity and overall efficiency.
Currently, users summarize conversations by manually scrolling through message history and writing a comment, which increases workload and introduces risks of miscommunication during team handovers.
Desired Outcome:
Integrate an AI-powered summarization feature directly into the Comment composer, allowing users to:
  • Instantly generate a summary of the conversation based on recent messages
  • Edit the summary before posting, ensuring accuracy and personalization
  • Reduce time spent on summarization while maintaining clarity and consistency
  • Improve handover quality by providing a clear, structured overview of the conversation context