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Summarization Agent
Summarization Agent uses generative AI to hold the complete context of the case or customer account, and then summarizes it across the SupportLogic platform. Now you can use concise, accurate case summaries to reduce agent workload and improve resolution speed. By distilling key details from complex support interactions, you can take action on a case instantly.
“SupportLogic has provided us with insight and clarity into what cases need the most attention. As a result, we’ve resolved cases faster and better, while redirecting resources towards self-service content to improve the customer experience.”
Geetha Gopalakrishnan, SVP, Customer Support, Informatica
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REDUCTION IN
MTTR BY COVEO
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Reduction in MTTR BY Certinia
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increase in same-day resolutions for coveo
The Enterprise Solution for Summarization



The CRM widget automatically gives you problem, status, and next steps.
In the platform, managers don’t have to comb through entire caselogs.
In the Account hub, your team gets detailed account health information pulled from every relevant case.
How Summarization Agent Improves Agent Workflows
Frequently Asked Questions
The Summarization Agent is an ambient AI agent that generates precise, context-aware summaries of support cases, accounts, and customer conversations. It helps teams absorb information faster, prioritize effectively, and stay aligned—without wading through ticket history or transcripts.
It continuously monitors support interactions across tickets, chat, and voice. Using the Cognitive AI Cloud’s context engine and signal extraction, it produces live, high-fidelity summaries across multiple channels and roles.
- Case Summaries: Concise, running summaries of support cases
- Account Summaries: Trends and risks across the entire customer lifecycle
- Slack Summaries: Instant updates delivered directly in Slack
Yes. Summaries are dynamically updated as new information arrives. Teams always see the latest context.
Anywhere your team works:
- SupportLogic UI
- CRM tools like Salesforce
- Collaboration tools like Slack or Microsoft Teams
- Embedded widgets in internal dashboards or portals
The Summarization Agent uses Anthropic Claude accessed securely via API, with support for OpenAI as a configurable option. All models are deployed in-region based on customer data residency requirements and can be hosted in the US or EU depending on contract and compliance needs. Models use Pro/Business-tier offerings, which are designed to ensure that any data inputs remain private and are not used for model training.
We do not use human-readable formats when processing or aggregating data. Instead, we rely on anonymized identifiers such as Tenant ID, Case ID, Account ID, and User ID. Personally Identifiable Information (PII) is not relevant to training processes and is explicitly excluded from model inputs. All interactions are managed under strict data governance and privacy policies to ensure compliance and confidentiality.
Summarization Agent pulls from case worknotes, problem description, issue title, status, priority, escalation flags, assignee, requester, and any linked engineering issues—ensuring summaries are context-rich and reliable.
Generic models lack persistent memory and domain context. Our agent is grounded in historical signals, business logic, and metadata, reducing hallucination risk and improving trust in enterprise environments.
Explore Resources on Generative AI
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