Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. Now Assist for Complaint Case (CSM) supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time.
Introduced a new Complaint Case Summarization AI skill that delivers state‑aware, structured summaries for complaint cases. The summary dynamically adapts based on the current complaint case state, helping agents quickly understand context, track progress, and take action without reviewing the full activity stream.
New:
Intelligent, state‑specific summaries for complaint cases
Consistent, structured output across all complaint lifecycle stages
Automatic surfacing of key issue details, actions, SLAs, and resolution context
Designed to reduce manual review time and accelerate agent response
- Store app dependency
- Now Assist for Customer Service Management (sn_csm_gen_ai)
- Case Playbook for Complaints (sn_complaint)
- Complaint Case AI Agent collection (sn_complaint_ai)