---
title: Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)
description: Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow up activities.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-tmt-summarize-touchpoint.html
release: australia
product: Now Assist for Telecom, Media and Technology
classification: now-assist-for-telecom-media-and-technology
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Use generative AI skills, ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\), Telecommunications, Media, and Technology \(TMT\)]
---

# Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)

Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow up activities.

## Before you begin

Role required: sn\_acct\_lc.agent

## About this task

The touchpoint summary skill provides you with a concise summary of the different touchpoints in the engagement lifecycle. With this skill you can do the following tasks:

-   Generate an initial summary of the touchpoint so that you can understand the context.
-   Summarize all the work associated with a touchpoint.

The touchpoint summarization skill is available in CSM/FSM Configurable Workspace and in Core UI.

-   In CSM/FSM Configurable Workspace, you use the Touchpoint summary by ServiceNow Otto component to generate a summary. This component appears above the Account details card.
-   In Core UI, you select the **Summarize** button on the touchpoint record to generate a summary.

**Note:** The touchpoint summarization skill must be active. If it isn’t active, summaries are generated using the out of the box case summarization skill.

The engagement summarization skill checks the touchpoint record to determine if there is enough information available to create a summary:

-   When an agent opens the touchpoint record
-   When an agent refreshes the touchpoint record page

If there is enough data, the Touchpoint summary component displays the **Summarize** button. If there is not enough data, the component displays a message in place of the button.

**Note:** The touchpoint summarization skill requires a minimum 50 words in the record to generate the summary.

## Procedure

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace** > **Lists** > **All Touchpoints**.

2.  Open an touchpoint.

3.  In the Touchpoint summary by ServiceNow Otto component, select **Summarize**.

    The Touchpoint summary by ServiceNow Otto component appears above the Account details card. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select **View more** and use the scroll bar to view the rest of the content.

    **Note:** Generating and displaying the summary may take several seconds.

4.  After you're finished summarizing an engagement, manage the results.

<table id="choicetable_md1_nyf_xyb"><thead><tr><th align="left" id="d42483e171">

Option

</th><th align="left" id="d42483e174">

Procedure

</th></tr></thead><tbody><tr><td id="d42483e180">

**View more or less summary details**

</td><td>

-   To see more details summary details, select the View more icon \(\[Omitted image "icon-expand.png"\] Alt text: Expand card icon.\).
-   To see fewer summary details, select the View less icon \(\[Omitted image "icon-collapse.png"\] Alt text: Collapse card icon.\).


</td></tr><tr><td id="d42483e210">

**Provide feedback for the summary**

</td><td>

-   If you think that the summary was helpful, select the helpful icon \(\[Omitted image "icon-helpful.png"\] Alt text: Helpful icon.\).
-   If you think that the summary wasn’t helpful, select the not helpful icon \(\[Omitted image "icon-not-helpful.png"\] Alt text: Not helpful icon.\).
 This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs \(sys\_generative\_ai\_log\_list.do\).

</td></tr><tr><td id="d42483e243">

**Copy the summary**

</td><td>

Select the copy to clipboard icon \(\[Omitted image "icon-copy.png"\] Alt text: Copy to clipboard icon.\) to use the summary information for another purpose, such as pasting into an email.

</td></tr><tr><td id="d42483e258">

**View the information about the summary**

</td><td>

To check some details about the summary, select the more info icon \(\[Omitted image "icon-more-info.png"\] Alt text: More info icon.\).

</td></tr></tbody>
</table>
**Parent Topic:**[Using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-spm-using.md)