Allow HR agents to:

- Instantly view the summary of a case topic, action items, and resolution offered

- Generate and record readable resolution notes when they close cases

- Summarize chats during handoffs and wrap-up, and generate short descriptions of the chat

- Leverage generative AI to enable agents to quickly draft knowledge articles that are ready to be published after review

Allow employees or admins to:

- Get direct and actionable responses on customer-specific content using generative AI in search

- Enhance self-service using the new LLM powered Virtual Agent experience with a simplified set-up experience

- Get redirected to a human representative for requests on sensitive topics such as harassment or misconduct