Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection analyze risks and recommend solutions agentic workflow

  • Release version: Xanadu
  • Updated April 23, 2025
  • 1 minute to read

    • Use the Analyze risk and recommend solutions agentic workflow to monitor and mitigate risks in customer engagements with minimal user intervention.

    Analyze risks and recommend solutions agentic workflow overview

    Use the Analyze risks and recommend solutions agentic workflow to:
    • Monitor engagements and retrieve all applicable risks.
    • Provide real-time risk analysis and generate detailed reports.
    • Identify common solutions and provide proactive recommendations.
    Customer success managers can collaborate with customer success squad members to monitor risks, perform real-time risk analysis, generate detailed reports with proactive recommendations. This helps prevent escalations, improve customer retention, and enhance service quality. The Analyze risks and recommend solutions agentic workflow can be used to assess and offer solutions for both individual and multiple risks. It is triggered daily based on a predefined schedule and the results are displayed in the Now Assist panel.

    Configure the Analyze risks and recommend solutions agentic workflow

    Before you use the agentic workflow, do the following:
    • Activate the Analyze risks and recommend solutions subflow to trigger the agentic workflow to run as a daily scheduled job. See Activate a flow for details.
    • Configure the risk category and other conditions as required in the Engagement risk solutions decision table. See Using decision tables.
    • Ensure that the solution subflows contain the following mandatory inputs:
      • Risk system ID: Type is string and default name is risk_system_id.
      • Solution table: Type is table.
      • Solution ID: Type is sys_id.

    Optionally, you can define additional non-mandatory inputs. These can be used in subflow steps or to override default values.

    Note:
    To enable the display of the Analyze risk and recommend solutions agentic workflow, you must activate the AI Agents for Customer Success Management plugin (com.sn_cust_succ_ai_agent).

    AI agents used in the Analyze risks and recommend solutions agentic workflow

    The Analyze risks and recommend solutions agentic workflow uses specific AI agents to retrieve all unaddressed risks and recommend solutions.

    Table 1. AI agents and their role in the Analyze risk and recommend solutions agentic workflow
    AI agent AI agent role
    Success risk manager AI agent Retrieves unaddressed risks for the current user, groups them, and provides solutions for each risk or group of risks.