Help agents respond faster and more accurately during live chat interactions
Chat Reply Recommendations use generative AI to provide agents with suggested personalized responses during live chat interaction sessions. Based on the ongoing conversation context, the skill proposes quick-turn replies that agents can review, modify, and send. This allows agents save time and maintain response quality.
Key Capabilities
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Real-time contextual suggestions
Provides agents with dynamic reply suggestions during chat based on the ongoing conversation and interaction context. -
Editable and context-aware drafts
Suggested replies appear as drafts that can be reviewed, edited, and personalized before sending. -
Embedded in workspace
Recommendations appear within the CSM Configurable Workspace using the Now Assist Context Menu icon, without disrupting other agent workflows. -
Configurable via admin controls
Admins can control when and how the skill is presented, based on user criteria, task details or agent roles.
Implementation
- Prerequisites:
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Required plugins: Now Assist for CSM and AI Search
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Workspace compatibility: CSM Configurable Workspace is required
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Skill setup: Chat recommendation must be enabled in the Now Assist Admin Console
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- Skill overview
Key Best Practices
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Train agents to review and personalize replies before sending
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Ensure key case and user data is available early in the chat session
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Use the Now Assist Admin Console to monitor usage and feedback
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Begin rollout with high-volume, repetitive chat topics (e.g., billing inquiries)
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Modify Now Assist Context Menu as required for automated triggers and visibility
Formal Learning
Now Learning: Now Assist for CSM Essentials Path
Measured Success and Outcomes
|
Outcome |
How It Supports Customer Service Teams |
Key Metric |
|---|---|---|
|
Faster response times |
Agents use pre-generated replies to reduce typing and decision-making time |
Average response time in chat sessions |
|
Consistent tone and quality |
Reduces variability across agents while reinforcing brand messaging |
% of replies using suggested content |
|
Less agent fatigue |
Limits repetitive typing across similar cases |
Hours saved per week per agent |
|
Improved customer experience |
Faster replies drive higher customer satisfaction in real-time channels |
CSAT score for live chat interactions |
|
Higher agent confidence |
Real-time guidance helps new or junior agents navigate conversations smoothly |
Agent satisfaction or training feedback |
Frequently Asked Questions
Do agents have to use the suggestions?
No. Agents can edit, ignore, or completely replace suggestions before sending.
What data is used to generate the replies?
The skill uses real-time conversation history, related case metadata, and knowledge available at the time of the interaction.
Can admins control access to this skill?
Yes. Visibility and activation can be managed by role or interaction context using the Now Assist Admin console.
Is this available in portal or customer-facing channels?
Not currently. Chat reply recommendations are only supported within the agent-facing CSM Configurable Workspace.
