Customer Central

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.

    Customer service agents or location agents can view customer central on the interaction record on CSM Agent Workspace or on the interaction, case, account, contact, or consumer records on the CSM Configurable Workspace in the form of two views: Customer Information and Customer Activity.

    Customer Information view

    The Customer Information view displays key information about the customer and a view of all recent customer touch points with the service organization. It contains a number of predefined lists, records, reports, and report groups that are highly configurable, or you can create your own. You can also configure the number of days to display the data for.
    Customer Information tab displaying customer contact information and recent engagements with the customer, including chat interactions, high priority, and recent cases and phone calls.

    Customer Activity view

    The Customer Activity view displays all the recent customer touch points with the service organization in the form of an activity feed. On the left-hand side, there are facets, or categories of information. The data in the activity feed is displayed based on the facet you select. It contains a number of predefined facets and activities that are highly configurable, or you can create your own. You can also select a date range to display the data for.
    Customer Activity tab listing different categories of customer engagement activities and the activity feed details for a selected facet.

    Chat summarization

    Agents can see an AI-generated chat summary instead of a full transcript so that they can quickly understand the past interaction and resolve a customer issue. An interaction chat summary in the Customer Activity tab provides the context about the chat conversation between the agents and customers.

    An AI icon and tooltip are displayed before the summary which indicate that the summary is generated by Now Assist.

    This feature has the following dependencies:
    • Now Assist for CSM (sn_csm_gen_ai)
    • UXC Generative AI (sn_uxc_gen_ai)

    When these plugins are not installed or the chat summary is unavailable, agents can see the entire conversation transcript to access the chat history.

    Chat summary of conversation between the agent and customer is displayed in the activity feed of the Customer Activity tab.