Frequently Asked Questions

Frequently Asked Questions (FAQ)

General

Q1: What is AI Summarization?

A1: AI Summarization is a feature that captures detailed data during remote support sessions and generates human-readable summaries. These summaries help document actions taken during the session, making it easier for agents to review and integrate into CRM/ITSM platforms.

Q2: How does AI Summarization work?

A2: During a remote support session, ScreenMeet captures data such as UI interactions and system events. This data is pre-processed and fed into a Large Language Model (LLM), which generates a human-readable summary. Agents can then review and refine this summary before adding it to the CRM/ITSM platform.

Q3: What types of data are captured during a session?

A3: ScreenMeet captures UI interactions, system events, short/full descriptions from the CRM/ITSM platform, and any other relevant context needed to create a comprehensive summary.

Q4: Can agents edit the AI-generated summaries?

A4: Yes, agents can review and edit the AI-generated summaries to ensure accuracy and completeness before integrating them into the CRM/ITSM platform.

Q5: How long does it take to generate a summary?

A5: The summarization process is designed to be quick, typically taking less than 5 minutes, ensuring minimal impact on session performance.

Q6: Is AI Summarization compatible with my CRM/ITSM platform?

A6: AI Summarization is compatible with leading CRM/ITSM platforms such as Salesforce and ServiceNow.

Q7: What are the prerequisites for using AI Summarization?

A7: You need the latest release of ScreenMeet Remote Support. If using on-demand, the latest version will always be used and suitable for summarization. If pre-deployed, the client will need to be updated. Integration with CRM/ITSM platforms like Salesforce and ServiceNow also requires the ScreenMeet App for these platforms.

Q8: How do I get started with AI Summarization?

A8: To get started, ensure you have the required version of ScreenMeet and compatible CRM/ITSM platforms and have purchased AI summarization.

Contact info@screenmeet.com for more information regarding the product if you have not yet purchased it.

Follow the configuration steps provided, which can typically be completed in under 30 minutes. For detailed guidance, refer to the ScreenMeet AI Summarization documentation and support resources.

Benefits and Quality

Q9: What are the benefits of using AI Summarization?

A9: AI Summarization saves time by reducing the amount of manual note-taking required by agents. It improves the accuracy of documentation, provides valuable data for process optimization, and enhances training and knowledge base content.

Q10: How does AI Summarization improve the quality of support documentation?

A10: AI Summarization captures detailed session data and converts it into comprehensive summaries. This ensures that all relevant information is documented accurately, reducing the chances of errors or omissions.

Q11: Can AI Summarization be used for training and knowledge base development?

A11: Yes, the summaries generated by AI Summarization can be used to enhance training materials and knowledge base articles. This helps in improving agent training and providing better self-service resources for customers.

Security

Q12: How secure is the data during the summarization process?

A12: ScreenMeet ensures all data is handled securely. Raw customer data is discarded after the session, and ScreenMeet complies with SOC2, ISO 27001, and DPA standards. Data is not retained or used for training models without explicit customer permission.

Q13: What happens to the data after the session?

A13: All raw data is discarded after the session. Summaries are reviewed by agents and only the refined summaries are integrated into the CRM/ITSM platform. No raw data is retained by ScreenMeet or the LLM providers.

Q14: How can I ensure that sensitive information is not included in the summaries?

A14: Agents have the opportunity to review and edit the AI-generated summaries before they are saved into the CRM/ITSM platform. This allows for the removal of any sensitive or inappropriate information.

Q15: Which LLM providers does ScreenMeet support?

A15: ScreenMeet supports various LLM providers, including OpenAI (GPT-4 turbo and GPT-4o), Anthropic models hosted on AWS (Claude Sonnet), and GPT models hosted by customers.