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.
Added support for 3P models.
- Azure OpenAI.
- Claude Anthorpic.
- Google Gemini.
Now Assist for CSM - SR - CSM - Now Assist for CSM v10.0