Store AI Created Case Summary Data

#copilot

Dynamics 365 Customer Service

The article discusses the author's requirement to store a "snapshot" of an AI-generated summary for resolved cases in Dynamics 365.
The author explains their solution, which involves creating a Power Automate flow to generate the summary based on the case description and emails exchanged between the support team and the customer.
The author adds a new column called "Ai Summary" to the case table and populates it with the generated summary.
The Power Automate flow is triggered when the case status is modified to resolved, and it checks if the summary field is already blank to avoid unnecessary triggers.
The flow builds a string containing information about the case and associated emails, using an "Initialize variable" action and a "Dataverse List Rows" action to retrieve the emails.
The email bodies are converted from HTML to text using the "Html to text" action to improve the accuracy of the summary.
The flow then uses the "AISummarize" unbound action to summarize the case details and associated emails.
Finally, the flow updates the "AI Summary" field in the case entity with the summarized text.Considerations:
The maximum size for the "AISummarize" unbound action is 64,936 characters, so the length of the email descriptions is limited to stay within this limit.
Using the "AISummarize" action consumes AI Builder Credits, so the availability of credits should be confirmed before implementing the solution.

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