0
9.0.1
Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu, Washington DC Patch 4, Washington DC Patch 3, Washington DC, Vancouver Patch 7
Now Assist for Customer Service Management (CSM) incorporates generative AI capabilities to streamline customer service processes by summarizing case notes, chat transcripts and generating resolution notes, chat and email reply recommendations, KB generation from multiple articles, Prompt configurability and Skill kit while also improving the self-service experience for end users by helping them find answers to their questions.
- Case summarization: Summarize case notes on demand and generate resolution notes.
- Chat summarization: Summarize chat transcripts on handoffs and wrap up.
- Now Assist panel: Request summaries and other follow-up actions within a conversational interface on CSM Configurable Workspace.
- Now Assist Admin console: Business user-friendly interface supporting configuration and activation of Now Assist for CSM features.
- Now Assist for Search: Provide most relevant answers to search questions on portal and Virtual Agent.
- Chat reply recommendation: Reply recommendations for agents replying to customers via chat.
- Email reply recommendation: Reply recommendations for agents replying to customers via email.
- Call Summarization: Summarize calls and summarization for LA to LA transfers.
- KB generation from multiple cases: Generated KB articles from multiple similar cases.
- Prompt Configurability: Configure prompts for case summarization by making a copy of it.
- Skill Kit: Ways for the customers to build their own skill.
- Now Assist for Portal Case Creation
New
- Monitor and evaluate the sentiment of B2B accounts through a range of filters and sorting dashboards.
- Minimize case escalations by providing a detailed explanation of customer sentiment.
- Speed up case resolution with the suggested steps from Recommended Actions.
- Use natural language to describe your intent and trigger a subflow or action in the Now Assist panel.
- Support for searching public web content in both standard and conversational search. Easily distinguish between internal and external content, with direct links to the source.
Changed
- Improved the self-service resolution in Portal case form by handing off conversation to Virtual agent if no answers are found or if a case needs to be opened.
- Required plugins and products: Customer Service Management (com.sn_customerservice)
- Dependencies: Now Assist - platform
- Install the latest version of CSM Configurable Workspace: SR - CSM - CSM Configurable Workspace Bundle v4.0 or higher