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 details on prerequisites, activation, and setup, please refer to the AI Summarization Administration Guide.

Adding the AI Summary Dashlet

Once activation is completed, the AI Summary dashlet is added automatically to the default Opportunities and Cases record view intelligence pane and focus drawer dashboards. In the default focus drawer dashboard, the dashlet is added to the bottom of the dashboard, so you may need to scroll down to see it. If you are using a custom dashboard you will need to manually add the dashlet.

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.

When using AI features in Sugar, always verify important information. AI-generated responses may contain inaccuracies.

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

Contacts
Emails
Calls
Meetings
Notes
Tasks
Comment Logs

Cases

Emails
Calls
Meetings
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

AI Sentiment Field

The AI Sentiment field displays the current sentiment generated by the AI Summary dashlet for a case record. The possible field values are Satisfied, Neutral, Frustrated and N/A. The field must be added manually by an administrator and can be displayed in the Cases module record view and list view. Learn more about setting up the AI Sentiment field in the AI Summarization Administration Guide.

AI Sentiment.png

Reporting on Summaries

The summaries generated by the dashlet can be used in custom reports. To filter by or display generated summaries on a report, select the Accounts > AI Summary related module in the Report Wizard. For more information on creating reports in Sugar, please refer to the Reports guide.