<h2>Chat summarization</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Chat summarization" /><meta name="abstract" content="You can quickly learn the details of a chat from a chat summarization generated by Now Assist. By reading a chat summarization, you can get enough details about the chat and can save your requester from having to repeat the same information that the requester already provided to Virtual Agent." /><meta name="description" content="You can quickly learn the details of a chat from a chat summarization generated by Now Assist. 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With Now Assist, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.">Exploring Now Assist</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Chat summarization</h1> <div class="body conbody"><p class="shortdesc">You can quickly learn the details of a chat from a chat summarization generated by <span class="ph">Now Assist</span>. By reading a chat summarization, you can get enough details about the chat and can save your requester from having to repeat the same information that the requester already provided to <span class="ph">Virtual Agent</span>.</p> <div class="section" id="now-assist-chat-summary__section_gnc_m4m_k1c"><span>Summarize a chat with Now Assist for Customer Service Management</span> </div> <div class="section" id="now-assist-chat-summary__section_uy4_jfv_wyb"><h2 class="title sectiontitle">Overview</h2> <div class="p">The chat summarization is a condensed version of the conversation between a requester and <span class="ph">Virtual Agent</span>. Chat summarizations are generated in these situations:<ul class="ul" id="now-assist-chat-summary__ul_ukf_gtk_yyb"><li class="li">When the conversation ends.</li><li class="li">When the agent uses the <code class="ph codeph">/summarize</code> quick action in <span class="ph">Agent Chat</span>.</li><li class="li">When the user selects <span class="ph uicontrol">Chat Summarization</span> or enters summarize chat in the <span class="ph uicontrol">Ask Now Assist to</span> field on the <span class="ph">Now Assist</span> panel.</li><li class="li">When an interaction is transferred from <span class="ph">Virtual Agent</span> to a live agent and the conversation is at least six lines long. The chat summarization displays in a summary card in the conversation and also populates the interaction's summarization and short description fields.</li></ul> </div> <div class="note"><span class="notetitle">Note:</span> <span class="ph">Now LLM</span> is the provider for this <span class="ph">Now Assist</span> skill.</div> <p class="p">In the following example, <span class="ph">Now Assist</span> generated a chat summarization in <span class="ph">Now Assist for HR Service Delivery (HRSD)</span>.</p> <p class="p"><img class="image" id="now-assist-chat-summary__image_t4l_vzh_xyb" src="../images/hrsd-summary-chat.png" height="574" width="1126" alt="" /></p> </div> <div class="section" id="now-assist-chat-summary__section_tk5_g5c_tyb"><h2 class="title sectiontitle">Generating a chat summarization</h2> <div class="p">You can generate a chat summarization for <span class="ph">Now Assist for Customer Service Management (CSM)</span>, <span class="ph">Now Assist for HR Service Delivery (HRSD)</span>, or <span class="ph">Now Assist for IT Service Management (ITSM)</span>.<ul class="ul" id="now-assist-chat-summary__ul_llw_h55_wyb"><li class="li">To generate a chat summarization for <span class="ph">Now Assist for CSM</span>, see <a class="xref" href="../product/customer-service-management/task/now-assist-csm-summarize-chat.dita/now-assist-csm-summarize-chat.html" target="_blank" rel="noopener noreferrer">Summarize a chat conversation by using Now Assist for Customer Service Management (CSM)</a>.</li><li class="li">To generate a chat summarization for <span class="ph">Now Assist for HRSD</span>, see <a class="xref" href="../product/human-resources/task/now-assist-hrsd-chat.dita/now-assist-hrsd-chat.html" target="_blank" rel="noopener noreferrer">Summarize the chat conversation by using Now Assist for HR Service Delivery (HRSD)</a>.</li><li class="li">To generate a chat summarization for <span class="ph">Now Assist for ITSM</span>, see <a class="xref" href="../product/now-assist-itsm/task/generate-chat-summary-interaction-now-assist-itsm.dita/generate-chat-summary-interaction-now-assist-itsm.html" target="_blank" rel="noopener noreferrer">Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)</a>.</li></ul> </div> </div> </div> <div class="related-links"> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../administer/now-assist-platform/concept/now-assist-skills.html" title="Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.">Now Assist skills</a></div> </div> </div></body></html></div>