INC Public Preview Beta Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
INC Fair Use Disclaimer
🤝 This feature uses runtime resources under a fair-use policy. Luware may change the usage limit or contact customers that exceed the general usage quota.
✅ PRECONDITIONS
Companion - Summarization is an optional user feature:
- The Transcription feature must be enabled on the Companion Service Settings, as the Summarization is derived from it.
- The user needs a Companion License, applied via General User Settings.
The Nimbus Companion integrates AI summarization as part of a broader suite of Transcription features, aimed at improving service performance and agent efficiency. During a call, Nimbus transcribes the conversation in real time. After the call, the transcript is processed by an AI service to generate a summary with the following aspects:
| Aspect | Description |
|---|---|
| Title | A title generated from Call Direction, Service, and User that accepted the task. |
| Issue | Shortened problem description by the Customer. |
| Resolution | Summary of how the issue was resolved. |
| Recap | A brief paragraph summarizing the interaction. |
| Narrative | Detailed call notes or chat summary of the entire Customer/User Interaction. |
Summarization Outputs
Via My Sessions: Summarization outputs can be presented to the agent via My Sessions > Companion widget.
💡All aspects shown within the Companion Widget > Summarization can be hovered over and copied.
✅ Precondition: The “Companion” widget itself needs to be enabled in the Extensions Service Settings in order to be shown to users.
Via Nimbus Power Automate Connector: Administrators also have the possibility to flexibly retrieve and store Summarization outputs using Companion Flow Actions and the User/Service SessionID. This can be useful to keep a record of calls, e.g. within a CRM or long-term data storage and evaluation platform.
Known Limitations
Summarization relies on the Transcription feature and therefore shares the same design limitations.
INC Transcription Limitations
KNOWN TRANSCRIPTION LIMITATIONS
💡We are actively working on further improvements to remove or reduce the following limitations:
- Transcription needs to be enabled in order to use Live Captioning and Summarization. Speech Recognizers are required for all features.
- Transcription data is not part of service/user transfers. Data is kept within the current customer/user session.
- Transcription is currently only supported for inbound calls. Outbound Calls (i.e. Call On Behalf ) will not be transcribed.
DESIGN NOTES
- Feature availability - Transcription relies on external services and APIs. When the feature is disabled or unavailable (e.g. throttling, settings or Microsoft service impediments) info messages are shown in the frontend UI widget. Nimbus task handling and user-customer interactions themselves are not affected by this and will continue normally.
- Scope limitation: Only the transcription between the Nimbus user and the customer is kept. Third parties and call conference attendees are not part of the content transcribed.
- Supervision - As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.
- Summarization items generated from the Transcription might be missing when there is not enough data to draw from.