AI Summarization User Guide

Overview

AI summarization analyzes your data to generate concise actionable summaries of your opportunities and cases. These summaries help you understand important details quickly and make informed decisions faster.

This guide covers using AI summarization in Sugar. For information on activation and setup, please refer to the AI Summarization Administration Guide.

When using AI features in Sugar, it is important to keep these points in mind:

Always verify important information. AI-generated responses can be incorrect.
Your data is protected. SugarCRM's trust and security layers anonymize your data before sharing it with OpenAI; your data is never used to train their models.

Prerequisites

To access AI summarization you must meet the following requirements:

Your instance is on SugarCloud and is using version 13.3 or higher.
Your instance has the Sell Advanced, Sell Premier, or Serve license.
You have purchased the Intelligence add-on.
You have access to the Opportunities or Cases modules.

Adding the AI Summary Dashlet

Once AI summarization is activated in your instance, the AI Summary dashlet is added automatically to the default Opportunities and Cases record view intelligence pane and focus drawer dashboards. You can also manually add the dashlet to a record view dashboard.

Using the AI Summary Dashlet

Once the dashlet is added to your dashboard, an initial summary is generated when you open a record view. The summary will automatically regenerate when new data is available. Every time a summary is generated it uses tokens, learn more about token usage in the AI Summarization Administration Guide.

Summary Data

The summary analyzes stock and custom text fields from the record and its related modules. Only related module records created within the last 90 days, up to 100 records per module, are analyzed. The specific related modules analyzed vary by record type:

Opportunities

Emails
Calls
Meetings
Notes

Cases

Emails
Notes
Comment Logs
Escalations
Bugs

Summary Structure

The summary is divided into sections to help you quickly scan the generated information. If there is not enough data to generate a response for a specific section, the section will display as "None". The sections for a summary are unique to each record type:

Opportunities

Participants: Anyone involved with the opportunity and their perceived role
Customer Intent: Expected outcome of the opportunity and the reasoning for this expectation
Summary: Concise summary of important information, communications, and interactions related to the opportunity
Suggested Actions: Suggested next actions based on the current state of the opportunity
Pain Points: Any perceived risks to the success of the opportunity
Competition: Any competitors involved with the opportunity

Cases

Participants: Anyone involved with the case and their perceived role
Summary: Concise summary of important information, communications, and interactions related to the case
Steps taken: An outline of steps taken to resolve the case
Blockers: Any blockers to the resolution of the case
Suggested Next Steps: Suggested next steps based on the current state of the case
Sentiment: The perceived customer sentiment and the reasoning for this perception

Localization

The summary can be translated into most languages supported by SugarCRM. It will be translated into your selected primary language when you log in. If your primary language is not supported, the summary will be generated in English.

Troubleshooting

While using the AI Summary dashlet, you may encounter notice, warning, or error messages; the following troubleshooting steps will help you understand the best next steps.

More Data is Needed

This notice message is displayed when there is not enough data on the record or related modules to generate a summary. Once enough data is available, the summary will be generated automatically. If you see this notice but the record and related modules both contain a large amount of data it may be the case that the data, was created outside of the 90-day summary analysis window and therefore can not be analyzed by the summary.

Response Limit is Reached

This warning message is displayed when your instance has hit the monthly limit for AI-generated responses. Reach out to your administrator for more information.

Connection is Not Configured

This error message is displayed when the AI Summary dashlet's connection to OpenAI has not been established. Reach out to your administrator for more information.

Response Could Not be Generated

This error message is displayed when there is an issue generating the AI response for the summary. To resolve this error, you can attempt to refresh the page or return to the page at a later time. If this error persists, please reach out to SugarCRM support.