Exploring Now Assist for Telecommunications, Media and Technology (TMT)
Summarize
Summary of Exploring Now Assist for Telecommunications, Media and Technology (TMT)
The Now Assist for Telecommunications, Media and Technology (TMT) application enhances agent efficiency by leveraging generative AI to summarize service problem cases and generate case resolution notes. This streamlines the process of handling complex cases, helping agents gain context and wrap up cases more swiftly.
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Key Features
- Service Problem Case Summarization: Agents can generate a concise summary of a service problem case, capturing essential details such as the issue, actions taken, and updates. This summary is displayed below the Case highlights card and aids in understanding lengthy cases.
- Resolution Notes Generation: This feature allows agents to create resolution notes for cases, propose resolutions to customers, and add these notes to case records. A minimum of 50 words in the case record is required for this functionality to operate effectively.
- Test Summarization: After executing tests, agents can obtain a summary that outlines the test execution results, interpretations, and defined test parameters, assisting in identifying root causes of problems.
- Now Assist Panel: Integrated within the CSM/FSM Configurable Workspace, this panel provides a conversational interface for agents to request case summaries and generate resolution notes efficiently.
Key Outcomes
By utilizing Now Assist for TMT, agents can expect to reduce the time spent on case management, improve service delivery through quicker resolutions, and enhance their understanding of complex cases. This ultimately leads to better customer satisfaction and more efficient operations within the telecommunications, media, and technology sectors.
With the Now Assist for Telecommunications, Media and Technology (TMT) application, your agents can use generative AI to summarize the service problem case details to create the context of the case faster. In addition, this application will collect case information (for case summarization). Your agents can also generate the case resolution notes to share with the other agents and it can help wrap up cases faster.
Now Assist for Telecommunications, Media and Technology (TMT) overview
- A service problem case summary enables an agent to gather the case context on long-running or complex cases. Because these cases can contain a lot of information, including the conversations with the customer or other agents, an agent can generate a summary to gain understanding faster.
- The case resolution notes can help an agent to wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar issues.
- A test summary assists an agent with obtaining the test results that were generated after executing the test runs. It provides a high-level overview of the test run in a clear format.
Skills
The Now Assist for TMT application includes the generative AI skills that enable your agents to understand the service problem case context so that they can propose resolutions to the customer more quickly.
- Service Problem Case summarization
Provides an agent with a summary of a service problem case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context, refresh the summary so that it includes the latest updates to the case, and post the summary to the case work notes.
The service problem case summarization skill generates a service problem case summary and displays it below the Case highlights card. The summary includes the information that the agent or customer enters in the following service problem case record fields:- Short description
- Description
- Work notes
- Additional comments
- Resolution notes generation
- Enables an agent to generate the resolution notes for a service problem case, propose the resolution to the customer, and add the information to the service problem case record.The resolution notes generation skill displays a pop-up window that an agent can use to select a resolution code and review the resolution notes text before proposing a resolution to a customer.Note:The resolution notes generation skill requires a minimum of 50 words in the case record to generate the resolution notes. If the resolution notes can't be generated, the system displays a message below the Resolution notes field.
- Test summarization
- Provides an agent with a test run summary after the test is executed. It includes the main points covered during the test execution, including the test output, test interpretation, and other defined test parameters. An agent can generate a test summary of the executed tests to identify the root cause of the problem.
Now Assist panel in CSM/FSM Configurable Workspace
An agent can use the Now Assist panel in CSM/FSM Configurable Workspace. This conversational interface enables an agent to request a service problem case summary and generate the service problem case resolution notes. For more information about the Now Assist panel, see Now Assist panel.