How can I configure the Summarization feature for BUI Chat?
Environment
Chat, Browser UI
Oracle B2C Service
Resolution
To enhance the Chat Agent Experience, we've introduced the Summarization Agent. The Chat Summarization feature leverages AI to create brief summaries of previous conversations, which are presented to agents at the start of each live chat session. At the end of a conversation, an updated summary is automatically added to the related chat incident. These summaries enable agents to quickly understand and capture key details for improved efficiency and customer service.
Administrators can configure the Chat Summarization feature to provide AI-based summaries from various Generative AI services, including Oracle OCI GEN AI Chat, Azure Open AI, or any REST API generative AI service.
Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers.
Chat Agent Experience: Overview & Details
Overview of the Chat Agent Experience:
- Given the Chat Summarization feature is enabled by the administrator
- When agents wrap-up or terminate a live chat, then a new AI-generated summary is added as a private note on the related chat incident
- When Agent 1 transfers a live chat, then a new AI-generated summary is included in the transfer and is visible to Agent 2
Details of the Chat Agent Experience:
- The Chat Summarization feature must be enabled for the agent’s profile
- The agent handles live chat within the Browser UI
- Note: If no incident exists for the chat, clicking Wrap-Up or Terminate will not generate a summary
- Use Case: Wrap-Up button
- On clicking Wrap-Up, a new incident thread entry is created as a private note
- An AI-generated summary is automatically added to the private note
- The note starts with the label “AI Generated Summary of conversation between `<End user>`, `<Agent1>` and `<AgentN>`”
- Agents may edit/modify the summary as needed, before saving
- Use Case: Terminate button
- On clicking Terminate, a new incident thread entry is created as a private note
- An AI-generated summary is automatically added to the private note
- The incident is immediately saved and closed; the agent does not have the opportunity to modify the summary before closure
- Use Case: Agent-to-Agent Chat Transfer
- When Agent 1 transfers a chat to Agent 2
- Then an AI-generated summary is included in the transfer, visible in the private message/transcript control for Agent 2
- If Agent 2 clicks the “view” button on the transfer invitation, then Agent 2 sees the summary immediately
- And Agent 1’s transfer process is unchanged from the legacy behavior
- After viewing, if Agent 2 clicks the “decline” button, then the chat panel closes
- If Agent 2 clicks the “accept” button on the transfer invitation, then Agent 2 receives the summary in the transcript control
- The summary has this label “AI Generated Summary” and a robot icon
- Note: The label may be truncated with ellipses if space is limited
- If Agent 2 clicks the “decline” button on the transfer invitation, then the transfer process is unchanged from the legacy behavior
- Use Case: Bot-to-Agent Chat Transfer
- When receiving a chat transferred from a bot, or picked up from a queue (whether from a live agent or bot)
- Then the receiving agent sees the AI-generated summary of the prior interaction as a private message in the chat transcript
Chat Administrator Experience: System Requirements & Configuration Details
System Requirements:
- An AI Service to provide the summarization functionality
- Engagement Panel v19+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
- External Objects is enabled for your site
- Versioning Service is enabled for your site
- This feature does not require a CX upgrade
- This feature does not require a feature flag
- The Chat Summarization feature is available in the BUI OCT I release, available on non-production sites September 19, 2025 and on production sites October 03, 2025
- Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
Configuration Details:
Step 1 - Create the integration within External Objects
Follow the steps in this documentation to create an External Object/Integration
Step 2 - Create a new connection
Create a new connection for the feature within the Browser UI:
- Log into the Browser UI
- Go to the Administration page (menu in the upper left corner)
- Go to “Chat Configuration”
- Go to “Chat Summarization Agent”
- When the configuration page opens for the first time, a blank report shows. Once a configuration is saved, then the columns show the related details. The buttons on this page are:
- Refresh, when clicked the page is reloaded
- Add New, create a new connection opens
- Open, opens an existing connection
- Delete, deletes an existing connection
- Select “Add New” to create a new connection & complete the following fields for this connection:
- Name (required field): Any meaningful name with a max length of 80 characters
- Provider (required field): This is the AI service provider
- Connection (required field): Select the External Object connection
- Chunk Size: Chunking breaks down larger content into smaller pieces for AI retrieval
- Notes: Helpful notes about this connection
- Created: Date and time this connection was created
- Created By: The name of the user that created this connection
- Updated: If this connection is updated, the date & time are listed
- Updated By: If this connection is updated, the name of the user that made the update is captured
Step 3 - Configure the feature
Within the new connection, navigate to the “Configurations” tab and complete the following fields for this connection:
- A default prompt for the selected service provider is available, can be modified, and must be tested
- A list of the parameters that are included in the request payload is provided
- Navigate to the “Profile Access” tab to assign profiles to this connection:
- For any interface, use the menu to select the profile(s) for which this feature is enabled
- Select an interface
- From the menu on the left, select the profile, then use the arrow button to move the profile to the menu on the right. Multiple profiles can be selected
- Navigate to the “Customizations” tab to define additional options for this connection:
- Configure "Enrich Request Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the request payload for getting the summary text from the AI Service endpoint
- Configure "Enrich Response Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the response format required by the Oracle B2C Service Agent Browser UI
- Configure "Logging Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Extensibility Code that is triggered when an action is performed from Oracle B2C Service Agent Browser UI. This will be helpful if you wish to monitor the usage of this feature for a site. This is an optional step
- The "Feedback Extensibility Action" configuration is not available in our initial release, so this field is disabled
Step 4 - Save your changes
- The following action buttons are present on the page
- Reject: Clicking this button closes the sub-tab
- Save: Saves any updates that are made
- Save & Close: Saves any updates that are made & closes the tab
- To edit an existing connection, simply open the connection, make the changes, then save your work
Stay tuned! Detailed guidance on configuring the Chat Summarization feature will soon be available on our B2C Service Development blog.
