Request the generative AI capabilities in CSM by using the Now Assist panel

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Request the contextual generative AI capabilities, such as a chat summary, case summary, case resolution notes, call summary, or knowledge article generation in the CSM application by using the conversational interface in the Now Assist panel.

    Before you begin

    Make sure that Next Experience is enabled in the instance. For more information, see Next Experience UI.

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

    About this task

    You can use the Now Assist panel in CSM Configurable Workspace to request a chat or case summary and generate case resolution notes.

    For more information about the Now Assist panel, see Now Assist panel. For information about activating the Now Assist panel, see Turn on the Now Assist panel.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Log in to an instance where the Now Assist for CSM application is installed.
    3. Request the generative AI capabilities in CSM for an interaction or case by selecting the Now Assist icon Now assist icon..
      Figure 1. Now Assist panel
      Now Assist panel with selections for chat summarization, case summarization, and resolution notes generation
    4. After you request the generative AI capabilities, you can summarize a chat for an interaction, summarize a chat for a case created from an interaction, summarize a case, or generate the resolution notes for a case.
      OptionDescription
      Summarize the chat for an interaction
      1. Open the interaction.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Chat Summarization. A summary of the chat conversation with the live agent is displayed.
      Summarize the chat for a case that is created from an interaction
      1. Open the case that was created from an interaction.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Chat Summarization. A summary of the chat conversation with the live agent before the case was created is displayed.
      Summarize a case
      1. Open the case.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Summarize a record.
      Generate case resolution notes
      1. Open the case.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Generate resolution notes.
      Summarize a call
      1. Open the case.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Summarize conversation. A call summary of the conversation with the live agent is generated on the details page.
      Generate a knowledge article
      1. Open the case.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Generate Article. A knowledge article is drafted for the case using task data, comments, and work notes from the activity stream.