Now Assist for CSM

Now Assist for Customer Service Management (CSM), powered by generative AI (GenAI), reshapes the customer and agent experience. Customers can easily access solutions to simple or complex issues without searching extensively, while agents can more efficiently provide support with less manual effort, relying on contextual insights and automated summaries. Now Assist in AI Search enhances the self-service experience in portal and Virtual Agent by generating precise answers from relevant knowledge sources. Dynamic translation, powered by GenAI, allows customers to receive service in the language they prefer, translating knowledge articles in real time. Now Assist in appointment scheduling enables customers to schedule, reschedule, or cancel appointments in a conversational manner. Now Assist for Virtual Agent increases call deflection, reduces wait times, and delivers 24/7 support in resolution of common or complex customer issues. With Now Assist for CSM, agents can generate complete chat, call, or case summaries and craft knowledge articles with the click of a button, and can use the Now Assist panel, a conversational interface within their workspace, to request summaries, update assigned cases, and ask follow-up questions.