Genesys Cloud – Agent Copilot email summarization

In a future release, Genesys Cloud will introduce AI-generated summaries for email interactions that administrators can configure in Agent Copilot. While handling an email interaction, agents will be able to generate an on-demand summary directly from the Genesys Cloud email editor.

The summary provides a concise overview of the email conversation and can include the customer’s request, the current resolution status, and any identified follow-up actions. This helps agents understand long or complex email conversations without reading every message before responding.

What’s changing

Agents will be able to generate and regenerate summaries for email interactions directly from the Genesys Cloud email editor.

The feature includes:

• On-demand summaries of email conversations that can include a concise overview, the reason for contact, the resolution status, and any identified follow-up actions.
• Support for conversations that span multiple email messages, multiple agents, reassignments, and reopened interactions.
• Optional keyword labels that, when enabled by an administrator, appear in the generated summary to help agents identify the primary topics in the email conversation.
• Copy Summary, which allows agents to copy the generated summary while preserving its formatting.

Why this matters

Agents can spend several minutes reviewing long email conversations to understand the customer’s request, what has already happened, and what still needs to be completed.

Email summaries reduce the time required to rebuild this context. They also help preserve important customer requests, decisions, and commitments across agent handoffs and long-running conversations.

Because agents generate summaries only when needed, they remain in control of when AI assistance is used.