Currently, Copilot in Customer Service allows agents to generate conversation summaries either on demand during an active session or automatically at the end of a conversation. However, once a conversation is closed, agents can no longer generate a summary. This limitation can hinder agents who need to revisit the contents of older conversations to create new cases or update existing ones.

The lack of conversation summarization for closed sessions leads to several challenges such as users having to manually review entire conversation transcripts to gather key information leading to potential delays in case resolution, adding to the overall workload.

Expanding the conversation summarization capabilities to closed conversations would greatly enhance efficiency and accuracy in case handling. This feature would allow agents to generate a summary of closed conversations on demand, provide flexibility in retrieving relevant information from historical interactions without needing to manually sift through entire chat logs and thus being able to create or update cases more efficiently by getting a swift overview of prior conversations.

By enabling conversation summarization for closed conversations, Copilot in CS will provide agents with a powerful tool to revisit and utilize past interactions more efficiently.