What's New in Xanadu for Customer Service Management
Customer service agents want to spend less time on tedious, mundane, and repetitive tasks and more time on fulfilling work that solves customer needs. Customers want quick and effective service with a human touch. Organizations are navigating how to streamline work, simplify processes, and deliver exceptional customer experiences all while embracing human-centric generative AI.
The latest Customer Service Management (CSM) enhancements in the Xanadu Family and Store release will enable agents to respond faster with more context to customers, customers to receive personalized service, and organizations to benefit from enhanced inter-organizational visibility and cross-team collaboration.
Here are the top innovations we will discuss:
- Now Assist for CSM: Email reply recommendations
- Now Assist for CSM: Chat reply recommendations
- Now Assist for CSM: Prompt configurability
- Now Assist for CSM: Sidebar summarization
- Rich messaging: Service Catalog
- Service Model Foundation: Inter-organization support
- Email enhancements for CSM Workspace
Now Assist for CSM: Email reply recommendations
Customer service agents strive to respond to customer emails with all the relevant details of their case and a personalized touch. This takes hours of time over the course of a case lifecycle. In the Xanadu Store release, Now Assist for CSM: Email reply recommendations enables agents to generate and tailor personalized email replies. Agents can:
- Compose a new email response to an existing email or thread or
- Refine existing text with the option to elaborate or shorten
Agents can review these emails before sending to the customer, providing a human touch. This simplifies the process for agents, reduces manual work, and boosts agent productivity. With the time savings, agents can focus on tackling more complex tasks. In addition, customers receive personalized responses that match their tone and sentiment.
Now Assist for CSM: Email reply recommendations
Now Assist for CSM: Chat reply recommendations
When agents chat with customers, their attention is often split between searching for a relevant solution, evaluating the appropriate response within the script, responding to multiple chats, and identifying additional cross sell or upsell opportunities. Not only is this experience taxing for agents, but it is also frustrating for customers who want quick, personalized, and effective responses.
In the Xanadu Store release, Now Assist for CSM: Chat reply recommendations simplifies the experiences for agents and increases satisfaction for customers. Now, during a chat interaction, agents can generate a new response with the click of a button on the Now Assist sparkle icon. Agents can also elaborate or shorten the text to refine as needed. This capability allows for agents to respond quickly and effectively and customers to receive personalized and timely responses.
Now Assist for CSM: Chat reply recommendations
Now Assist for CSM: Prompt configurability
In Xanadu Store release, Now Assist: Prompt configurability for Case Summarization and Resolution notes will enable admins to customize skill prompts with fields and related records. Admins will be able to specify other fields from the Case record to be included in the prompt, including “dot-walking” in other reference fields.
With this new feature, agents can receive more comprehensive summaries, enabling them to respond more accurately and quicker. Agents are also able to handle cases more effectively with more empathy and confidence and reduce escalations.
Now Assist for CSM: Prompt configurability
Now Assist for CSM: Sidebar summarization
Customer service agents often consult with peers or higher support levels to find solutions, but important details may be lost if the case owner does not summarize the discussion, leaving out key context on how the case was resolved. In the Xanadu Store release, Now Assist for CSM: Sidebar summarization easily generates summaries of Sidebar conversations with colleagues in seconds. No more tedious, manual summaries. Further, the generated summaries can be edited and shared to the work notes on the case.
This generative AI feature enhances real-time collaboration with peers and management. It also saves agents manual effort from capturing details from a Sidebar discussion and can increase agent productivity.
Now Assist for CSM: Sidebar summarization
Rich messaging: Service catalog
Customers can now view Service Catalog inline within a chat on Virtual Agent with Rich messaging: Service catalog on desktop and mobile. No longer will a customer have a separate pop-up window or new browser tab; customers have the information seamlessly integrated into the same chat, providing a delightful experience. Rich messaging: Service catalog can also be launched from AI Search in Virtual Agent. Overall, rendering the service catalog inline can reduce customer effort and deliver a more optimal customer experience.
Rich messaging: Service catalog
Service Model Foundation: Inter-organization support
Building on the enhancements from the Washington DC release, in the Xanadu release, agents at a business location will now have visibility into the business locations they support with Service Model Foundation: Inter-organization support. This will enable service organizations to support each other with additional important context, such as contact information, install base, and existing cases for the other business locations they may not be a part of yet need to support.
Admins can set hierarchy or relationship-based support criteria for business locations, as well as assign the location support agent role. Location support agents can see the details for the internal and external business locations they support and can use Business Location 360 for an at-a-glance view of cases, members, sold products, and more.
This level of visibility will improve the agent experience and grant agents more complete context which reduces time to resolve.
Service Model Foundation: Inter-organization support
Email enhancements for CSM Workspace
Agents will now have a consumer-grade modern email experience within the CSM Configurable Workspace. These enhancements include reduced whitespace overall, consolidated header fields, grouped common actions into the footer, and improved access to draft emails. Overall, these enhancements optimize the email composition real estate, providing agents working within CSM Configurable Workspace a more modern and efficient experience. Given that agents spend significant time drafting emails to customers, these enhancements offer both a modernized experience and time-savings for the agents.
Email enhancements for CSM Workspace
These are just the highlights of the many Xanadu Family and Store release features for CSM. The innovations automate tedious tasks and enhance personalization with Now Assist for Customer Service Management, improve productivity and satisfaction for agents, and optimize the customer experience. Using these capabilities, organizations can simplify processes for agents, reduce effort for customers, and increase visibility and collaboration within the organization.
To learn more, review the release notes, schedule a meeting and demo with your account team, or contact us here.
