Now Assist for Customer Service Managers empowers customer service leaders with AI-powered dashboards that surface actionable insights across sentiment trends, case patterns, and emerging topics. 
These capabilities help improve service quality and consistency by identifying process gaps, recurring issues, and coaching opportunities in real time. With AI-generated insights that reveal trending topics, workflow bottlenecks, and customer drivers, managers can accelerate continuous improvement across their teams.
The value for customer service managers
AI-powered dashboards give managers real-time visibility into what matters most: how customers feel, what topics are trending, and where teams need support. Instead of waiting for weekly reports or manually piecing together data from multiple sources, managers receive synthesized, AI-generated insights that highlight patterns and anomalies automatically. This creates a continuous feedback loop between operational data and strategic action.
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Sentiment visibility: Track customer sentiment trends over time across channels, regions, assignment groups, and individual agents
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Trending topic detection: Surface emerging issues and recurring themes before they become widespread problems
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AI-generated insights: Receive natural language explanations of sentiment drivers, top impacted accounts, and recommended focus areas
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Coaching signals: Identify agents or groups that may benefit from additional training based on sentiment patterns
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Process improvement prioritization: Use AI-generated insights to focus on the highest-impact workflow bottlenecks
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Team effectiveness measurement: Compare sentiment outcomes and resolution patterns across assignment groups to drive accountability
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Measured Success
How do we usually measure success in this set of purpose-driven skills?
| Outcomes | Explanation (with applicable use case) | Success Metric |
|---|---|---|
|
Faster identification of service issues |
AI-generated insights surface negative sentiment drivers and trending topics without manual report building Use case: Sentiment Analysis Dashboard, Trending Topics Dashboard |
Time to identify emerging issues (hours/days) |
|
Improved coaching effectiveness |
Managers identify agent-specific patterns in sentiment outcomes and target coaching interventions proactively Use case: Sentiment Analysis Dashboard |
Agent performance improvement rate (%) |
|
Increased agent satisfaction |
Better coaching and data-driven workload distribution reduce frustration and improve the agent experience Use case: Sentiment Analysis Dashboard, Trending Topics Dashboard |
Agent satisfaction score (ASAT) |
|
Increased customer service agent retention |
Proactive identification of burnout signals and process pain points enables managers to address issues before attrition occurs Use case: Combined dashboard insights |
Customer service agent turnover (%) |
|
Reduced escalations |
Early visibility into negative sentiment trends enables proactive intervention before escalation Use case: Sentiment Analysis Dashboard |
% of cases escalated |
|
Data-driven process improvement |
Trending topics reveal recurring issues that can be addressed through automation or knowledge updates Use case: Trending Topics Dashboard |
Reduction in repeat contact rate (%) |
|
Increased manager productivity |
AI-generated insights eliminate manual analysis across multiple reports and dashboards Use case: Generated insights across both dashboards |
Time spent on reporting/analysis (hours per week) |
|
Improved customer satisfaction |
Proactive trend identification and sentiment monitoring enable teams to address issues before they impact CSAT Use case: Combined dashboard usage |
CSAT / NPS improvement |
