Empower customer service agents to reply faster with accurate, professional responses
Email Reply Recommendations is a generative AI skill that provides suggested responses during customer email interactions. It analyzes the case context, email thread, and customer history to draft reply suggestions. Agents can review, edit, and send these recommendations; improving speed and consistency without manual drafting.
Key Capabilities
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Context-Aware Email Suggestions
Supports agents with draft replies based on email thread content and related customer information. The available actions are:-
Review and choose KB article snippets highlighted on the generated responses
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Refine the response recommendation by elaborating or shortening the response or changing the tone
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Leverage email template recommendations
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Editable Reply Drafts
Suggestions appear as editable drafts that agents can modify before sending. -
Integration with Workspace Email panel
Recommendations appear within the CSM Configurable Workspace email interface, accessible via the Now Assist Context Menu icon. -
Controlled Activation and Permissions
Administrators configure access based on roles or case criteria via the Now Assist Admin Console.
Implementation
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Prerequisites:
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Enable Now Assist for CSM
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AI Search
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Email Recommendation skill
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Use the CSM Configurable Workspace, including the email interaction view
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Key Best Practices
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Ensure customer service agents review and personalize each suggestion before sending
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Setup email templates beforehand to enhance agent speed and usability
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Leverage keyboard shortcut keys (/r) for even easier adoption
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Train agents to check tone, accuracy, and policy compliance for each draft
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Set role-based access so trusted agents can freely use suggestions while restricting newer agents
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Monitor suggestion acceptance, feedback and fallback trends via the Now Assist Admin Console
Formal Learning
Now Learning: Now Assist for CSM Essentials Path
Measured Success
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Outcome |
Benefit to Customer Service Agents |
Key Metric |
|---|---|---|
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Shorter email response time |
Agents send professional replies faster with pre-drafted content |
Average time to send email |
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Consistent email quality |
Templates and suggested tone maintain messaging standards across agents |
% of replies using suggestion drafts |
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Reduced agent fatigue |
Less repeated writing improves productivity and reduces stress |
Hours saved per agent per week |
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Better customer feedback |
Faster and more accurate responses lead to higher satisfaction rates |
CSAT or customer feedback on email |
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Agent confidence increase |
Agents feel more comfortable replying to less familiar issues using suggestions |
Agent satisfaction survey scores |
Frequently Asked Questions
Where do email reply suggestions appear?
They appear in the email tab or modal of the CSM Configurable Workspace, accessed via the Now Assist icon during an open email conversation.
Can agents modify the generated reply and use templates?
Yes. All email reply recommendations are editable drafts and use previously setup templates. Agents are encouraged to personalize content for accuracy and tone.
What information is used to generate the reply?
The skill uses the email thread history, case details, customer information, and relevant knowledge to generate a response.
Is the feature available in the portal or customer facing web?
No. Email Reply Recommendations are only available in the agent-facing CSM Configurable Workspace.
Can admins control when the recommendations are shown?
Yes. Admins can configure skill visibility, trigger points, and access by role or context using the Now Assist Admin Console.
