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 AI Summarisation in Native CRM??

Ben Fischer's profile image
Ben Fischer 8x8 User posted 08-28-2024 20:27

In the 8x8 Summer 2024 Update Webinar, Natalie MacKay mentions at 32min 20sec that AI Summarisation is available in Native CRM as well as external CRMs. For the life of me, I cannot find it anywhere. After a call, the summarisation is not visible on the customer record, case, task or history. The Native CRM is the Customer panel in Contact Centre right? Is this something that needs to be enabled anywhere?

I am aware the summary is available in Supervisor Workspace and via API, but this is not useful to my Agents (who are not supervisors) and would benefit from seeing a summary of the customer's last call. 

Alina Maxim's profile image
Alina Maxim posted 08-29-2024 08:14
Hi Ben,
The AI summarization is currently available in external CRMs (Salesforce), but not yet available for the Native CRM. 
 
8x8 is currently working on introducing the AI summarization feature in Agent Workspace, so your agents can quickly access their summaries.
 
Please know that we're committed to delivering it as soon as possible, once available this release information will be distributed widely alongside future exciting new features and functionalities.

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