Activate Now Assist Skills

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Activate Now Assist Skills

    Now Assist Skills provide AI-driven capabilities such as summarization, response suggestions, and sentiment analysis designed to enhance agent productivity within Customer Service Management (CSM). These skills leverage generative AI to assist agents and Virtual Agents by automating routine tasks, improving communication, and providing actionable insights across various platforms.

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    Available Skills and Their Uses

    • Chat Summarization: Generates concise summaries of agent or Virtual Agent conversations to highlight key points for quick reference.
    • Call Summarization: Summarizes agent-customer calls within Active Chat to capture essential details for follow-up and record keeping.
    • Resolution Notes: Creates summaries of case resolutions to help agents quickly grasp resolution details for future cases.
    • Knowledge Generation: Drafts knowledge articles from resolved cases for agent review and publishing.
    • Chat Recommendation: Assists agents by suggesting replies based on chat conversation context.
    • Email Recommendation: Generates and refines email responses driven by conversation context.
    • Sentiment Analysis: Analyzes case sentiment and trends to help agents resolve cases more effectively.
    • Suggested Steps: Automatically generates recommended steps by analyzing clusters of closed cases with similar resolutions.
    • Sidebar Summarization: Summarizes discussions between agents, requesters, and subject matter experts in Sidebars.
    • Case Summarization: Provides summarized case details directly on the case record to expedite agent understanding.
    • Activity Response Generation: Automatically recommends resolution notes, work notes, and comments to enrich case records.
    • Trending Topics Dashboard: Visualizes trending case topics with custom filters to track trend progression and impact.
    • Sentiment Analysis Dashboard: Offers comprehensive customer sentiment insights with ability to drill down into root causes for informed management action.
    • Automated Quality Assurance: Uses AI to score agent performance across interactions, eliminating manual reviews.

    Configuration and Activation

    Each skill requires individual configuration but follows a consistent guided activation process. Key configuration components include:

    • Trigger: Defines when the skill activates, such as after chat handoff.
    • Input: Specifies the data sources used to generate the skill’s output, e.g., case notes or chat messages.
    • Availability: Controls when and how the skill is accessible, using conditions or always-on settings.
    • Access: Assigns roles that determine who can use the skill, ensuring proper permissions and avoiding unintended data access.
    • Display: Configures where the skill appears, such as forms, workspaces, or the Now Assist panel.

    After configuration, customers review the setup, activate the skill, and enable it for agents to start benefiting from enhanced AI assistance.

    Enable Now Assist generative AI skills to provide AI-driven capabilities such as summarization, response suggestions, and sentiment analysis.

    This video provides an overview of how you can set up skills and monitor and analyze usage via the Now Assist Admin console.

    Each skill is configured separately, and tailored to support agents across various platforms. The following Now Assist skills are available to be configured for use within CSM.

    Table 1. Now Assist skill overviews
    Skill Description
    Chat Summarization Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see Configure chat summarization.
    Call Summarization Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see Configure call summarization.
    Resolution Notes Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see Configure resolution notes generation.
    Knowledge Generation Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see Configure knowledge generation.
    Chat Recommendation Help agents generate replies for chat messages based on conversation context. For more information, see Configure chat recommendation.
    Email Recommendation Generate and refine efficient email responses based on conversation context. For more information, see Configure email recommendation.
    Sentiment Analysis Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see Configure sentiment analysis case.
    Suggested steps Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see Configure Suggested Steps Generation.
    Sidebar summarization Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see Configure Sidebar Summarization.
    Case summarization Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see Configure Case Summarization.
    Activity response generation Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, seeConfigure activity response generation.
    Trending topics dashboard View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, Configure trending topics dashboard.
    Sentiment analysis dashboard Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see Use sentiment analysis dashboard
    Automated quality assurance Use generative AI to automatically score agent performance across customer interactions- eliminating manual review by evaluating every conversation against configurable quality criteria. For more info, see Automated quality assurance.

    General Configuration Steps

    Each skill has it’s own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill.

    Common Configuration components:
    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
    • Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether or not a user can activate the skill.
    • Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
      Note:
      The sn_gaf.data_writer role includes platform_ml_read by default. Since sn_gaf.data_writer is assigned to agent roles like sn_esm_agent, those agents inherit platform_ml_read as well, which gives them broader access than intended. To avoid unintended access, never assign platform_ml_read directly to a user- it should always be inherited through their agent role.
    • Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.
    Saving and activating the configuration setup process is the same across all Now Assist skills.
    Finalize and Activate Setup
    1. After selecting Review and Activate to examine changes, select Done to close the skill configuration settings.
    2. Select Skill to turn on the skill for agents and complete the configuration.