Provide synthesized and relevant customer insights via conversations to live agents
The Provide Customer 360 Insights capability within the CSM AI Agent Collection leverages agentic AI to surface a comprehensive customer view directly in the Now Assist Panel. Customer service agents often waste time switching between tools and tabs to gather customer information. This fragmented experience leads to slower resolutions, inconsistent context sharing, and lower satisfaction when customers must repeat information. With this capability, the AI Agent Orchestrator handles queries, routes them to the right AI Agent, formats responses, and prompts follow-ups, delivering synthesized customer insights in real time while enabling human agents to take action for quick resolution.
Having immediate access to unified and contextual customer data helps human agents resolve issues faster and more personally. It strengthens customer trust and enables agents to take proactive actions informed by complete, real-time profiles rather than fragmented records. Human agents need this to understand, diagnose, compare, and resolve customer issues without navigating away from their current open record in workspace.
Usage walkthrough:
Key Capabilities
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AI Agent Orchestrator coordination: Handles queries by finding the answer, routing to the right agent, formatting the response, and prompting follow-ups as needed.
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Case Action AI Agent: Selects the best tool and prompts the user for any missing inputs to complete actions directly from the conversation.
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Customer Insight AI Agent: Pre-processes queries by inferring context, requesting missing details, selecting the best tool for deep research, and retrying with alternatives if needed.
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Multi-turn conversational experience: Human agents engage in continuous dialogue that evolves with each customer interaction, maintaining context across questions.
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Actionable insights delivery: Surfaces customer preferences (channel, timing, details), past interactions, and internal agent notes in real time.
Implementation
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Ensure Now Assist for CSM is activated and updated in your instance
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Customize as needed the AI Agents in AI Agent Studio; for example, you may map additional tables for the Customer insight AI Agent or modify its instructions to avoid specific topics
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Verify that customer data sources are accessible, filled and properly integrated for accurate 360-degree retrieval
Configuration overview:
Key Best Practices
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Ensure customer data across systems is clean, current, and accessible to support accurate insight generation, CRM Foundational data models accelerate this work
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Train human agents on how to phrase follow-up questions to get the most relevant contextual information
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Monitor agent usage and feedback in the Now Assist Analytics tool to identify gaps in data coverage
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Use the conversational multi-turn capability to deepen context rather than starting new queries
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Combine with other CSM AI Agent Collection capabilities for comprehensive case handling
Formal Learning
Measured Success and Outcomes
| Outcome | How It Supports Human Agents | Key Metric |
|---|---|---|
|
Accelerated customer insights |
Single, comprehensive view of the customer profile without switching tools |
Time to first meaningful response |
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Reduced information gathering time |
AI-driven conversational experience retrieves and synthesizes data automatically |
Average handle time reduction |
|
Personalized customer engagement |
Real-time surfacing of preferences, past interactions, and agent notes |
Customer satisfaction score (CSAT) |
|
Improved agent confidence |
Complete context enables informed decision-making and proactive actions |
Agent satisfaction rating |
|
Reduced customer repetition |
Unified view eliminates need for customers to re-explain their situation |
First contact resolution rate |
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Streamlined case resolution |
Actionable next steps suggested based on customer context |
Cases resolved per agent per day |
Frequently Asked Questions
Where do human agents access this capability?
Human agents access Provide Customer 360 Insights through the Now Assist Panel within their CSM workspace.
What is the difference between the Case Action AI Agent and the Customer Insight AI Agent?
The Case Action AI Agent focuses on selecting the best tool and prompting for missing inputs to complete actions. The Customer Insight AI Agent pre-processes queries by inferring context, requesting missing details, and selecting the best tool for deep research into customer information.
Can human agents ask follow-up questions?
Yes. The capability supports multi-turn conversations that maintain context across questions in the same session, allowing human agents to refine and deepen their understanding.
What customer data sources does this capability access?
The AI Agents retrieve and synthesize insights from multiple sources including customer profiles, case history, past interactions, internal agent notes, and configured data integrations when customized in the tool.
Does this replace existing customer lookup methods?
No. This capability augments existing methods by providing a conversational, AI-driven approach to gathering and synthesizing customer information. Traditional lookup methods remain available.
