Request AI Agent support in the Interaction workspace

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction workspace.

    Vorbereitungen

    Role required: sn_bom.account_contributor, sn_bom.consumer_contributor

    Warum und wann dieser Vorgang ausgeführt wird

    When an interaction with a customer begins, the Banking CSR support AI agent will being identifying customer intent from the call context and transcript. It will present insights from its findings, then provide next-step guidance with recommendations and suggested responses.

    Prozedur

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Initiate an interaction when a customer contacts you.
    3. In the Interaction workspace, select Ask Now Assist.
      The Now Assist panel displays. The Banking CSR support AI agent starts processing information in data sources and the interaction. It displays information related to the customer's request and presents a list of follow-up options.
    4. Select a follow-up option by selecting a pill or list option, or by directly responding to the AI agent in the chat.