The AI agent handles routine inquiries from email and other channels, enabling human agents to focus on real-time interactions. This improves customer satisfaction, speeds up triaging, and boosts productivity by managing escalations, gathering case context, verifying customers and documents, and drafting responses.
Use CSM AI agent collection to boost productivity, and help resolve customer interactions or cases.
1. Customer escalation handler - Defines the process to follow based on the intent and sentiment.
2. Case Context Gatherer - Processes the record content to identify the intent of the record and other case related information.
3. Customer information verifier - Verifies the information of the customer and the record.
4. Customer document verifier - Determines if the provided documents match the list needed for a case or case type.
5. Information email responder - Creates an email draft based on the gathered information and context and asks the agent to verify the content before sending it to the user.
New
- Use enhanced AI agents and new standalone AI agents to handle more specific tasks and triage cases.
List of AI agent names and descriptions this release:
| AI Agent name | Description |
| Triage cases planner | Defines the process to follow based on the intent, sentiment, and customer verification. |
| Duplicate identifier | Identifies duplicate interactions and cases from the same customer and consolidates. |
| Informational queries | Automatically responds to informational queries using knowledge sources. |
| Transactional queries | Processes transactional queries and responds to the customer. |
| Document verification | Validates required documents are submitted and extracts relevant information from the documents. |
| Entity extraction | Extracts and verifies all required field data for case creation. |
| Case creation | Handles case creation for complex issues and poor sentiment. Summarizes and identifies steps to resolve for the human agent. |
| Email response | Drafts the right email with the right information as per the intent and query from the customer. |
| Context validator and analyzer | Validates the incoming record and analyzes the sentiment and intents from the input record. |
- Gather context from cases, identify missed fixes, and troubleshoot potential solutions by using the Troubleshooting steps identification AI agent.
Now Assist for CSM - SR - CSM - Now Assist for CSM v9.0 (YP3)