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Setting up Puzzel Co-pilot and live summaries

Set up Co-pilot including Live Summary

Table of content

  • How to setup and activate the Co-pilot widget:

    • Basic Configuration:

    • Live Summary Configuration:

  • Demo of how the flow is for the agent when using Live Summary:

How to setup and activate the Co-pilot widget

  1. Have a widgetURL created

  2. Set up widget in Puzzel Admin

  3. Set up tab in Puzzel Admin

  4. Set tab live for relevant agents

 

Step 1

First of all you need to make sure a widgetURL is created which will be used when setting up the Co-pilot widget in Puzzel Admin in the following step.

@Simon Kruse can help with this, once a CI-organisation for the customer is set up.

 

Step 2-4

See this video for guide on how to set up step 2-4:

Details needed for adding for widget property (mentioned in the video):

  • FeaturePolicy

  • Clipboard-write

 

Basic Configuration

To be able to configure the Co-pilot you need to have been granted ‘SuperPowers’. Reach out to @Simon Kruse to get this. SuperPowers allow you access settings ‘under the hood’.

With ‘SuperPowers’ in place → navigate to the relevant CI-organisation and go to settings → and click on the tab ‘Agent Co-Pilot’

Open Screenshot 2025-06-12 at 14.15.07.png

Here you can toggle the different modules on/off

  • Handover

  • Previous interactions

  • Live Summary

  • Ask Co-pilot

 

Live Summary Configuration

If the customer have signed up for Live Summary we need to activate Real Time Transcription on their account.

For this reach out to a System Engineer (e.g. @Andrey Stefanov). Make sure they get the right information:

  • Which agents/teams

  • Which queues (should be the system queue names)

And then make sure to have real time transcription is activated on:

  • Both legs (customer + agent)

  • Call backs

  • Transfers

  • Also make sure to include exception in the eventhandler for transfers. See below

Configuration of Live Summary Provider

You need to select the AI-provider. Default is ‘Azure WITH anonymization’ which means that numbers/names, etc is removed before AI-processing and thus WON’T be a included in the Summary.

If the customer wants and have improved the use of non-redacted AI-processing you should select ‘Azure WITHOUT anonymization’

 

Configuration of the Live Summary Output

It’s possible to set up a tailored Live Summary prompt per queue / group of queues. Meaning that the output/content of the summary can differ from queue to queue if needed. The prompt defines the output including language + format. See examples later in this document

See this video for how to set up the Live Summary prompt:

Demo of how the flow is for the agent when using Live Summary

If you are curious on how the flow is from an agent perspective when using the Co-pilot with the Live Summary feature then see this video: Video Walk through of the Agent workflow

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