0
1.9.1
Australia Patch 6, Australia Patch 4, Australia Patch 3, Australia Patch 1, Australia, Zurich Patch 11, Zurich Patch 10, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama
Generative AI
AI–powered recommended responses are designed to reduce time spent writing responses and finding resolutions, thereby improving agent productivity by providing:
- AI-recommended responses based on KB articles, similar chats, and the context of the conversation in real time.
- “Help me write” functionality whenever the agent needs help composing a message.
- Editing capabilities (elaborate/shorten) for messages created by the agent or composed by the AI.
Restrict context based on requestor's data
New:
- Chat Recommendation Search Sources configuration UI, allowing configuration of which sources feed AI-recommended responses
- Custom context support in the Chat Reply Recommendation (CRR) prompt
Changed:
- Updated truncation strategy based on selected sources
Fixed:
- Enforced KB citation when used by the prompt
Not applicable for this application version.
Plugins:
- Glide Conversation Server (com.glide.cs)
- Agent Chat (com.glide.interaction.awa)
Apps:
- Generative AI Controller (sn_generative_ai)
- Chat summarization