0
12.0.0
Australia, 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 Patch 1, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu
Generative AI
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 how users engage with GenAI and Agentic skills in Now Assist for CSM to provide actionable dashboards and reports for workflow optimization.
- Easily access all relevant case information by navigating to customer 360° insights from the summary card.
Changed
Enhancements in Sentiment analysis dashboard
- Expanded Sentiment Analysis Dashboard support to include Interaction records, and consolidated positive and negative sentiment drivers into a single Sentiment Drivers view.
- Merged the top negative assignment group and number of cases by channel visualizations into the new Impact Explorer for more streamlined analysis.
- Optimized widget placement in the Workforce Optimization dashboard for easier access to insights and trends across interfaces.
Enhancements in Trending topics dashboard
- Consolidated the Accounts, Products, Assignment Groups, and Channels graphs into a single card, Impact Explorer, for a more streamlined experience.
- Added search and pagination to the list view, enabling faster navigation and topic discovery.
- Introduced a new graph to surface historical trends at a glance.
- Expanded Trending Topics beyond the top 10 results to provide deeper insight into emerging patterns.
- Added the Trending Topics widget in Workforce Optimization dashboard as AI insights tab for quicker, more convenient access.
- 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