Implement Intelligence

Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.

Recommended ActionsSet up recommended actions and field recommendations to help agents resolve cases effectively and efficiently.

Machine learningUtilize machine learning solutions to analyze and classify cases and automate tasks.

Now Assist for Customer Service Management (CSM)Use Now Assist for CSM to enhance user productivity and efficiency through conversation and proactive experiences using generative AI.

Figure 1. Implement intelligence overview

Recommended Actions

Set up recommended actions and field recommendations to resolve cases more effectively. The Recommended Actions application displays relevant actions based on the context of a record and enables you to perform AI-driven searches for pertinent resources. This functionality helps you quickly access and act on the most relevant information, enhancing your efficiency in addressing customer issues.

Machine learning

Use machine learning solutions in Customer Service Management to handle case creation, assignment, and resolution. Implement these solutions to analyze and classify cases, automate tasks, and streamline processes.

Now Assist for Customer Service Management

Use the Now Assist for Customer Service Management (CSM) to boost productivity and efficiency with generative AI. This tool enhances user interactions by summarizing case information, generating resolution notes, and providing chat summaries. It also helps you quickly understand chat and case context, enabling faster and more accurate customer resolutions.