Activate Now Assist Skills
Turn on Now Assist skills to automate tasks such as case summarization, wrap-up completion, and conversational knowledge search- reducing manual work and improving case resolution speed.
Activation configures which skills agents access, where they appear, and which roles can use them. You customize prompts and set availability conditions so AI capabilities appear only where they add value.
This video provides an overview of how you can set up skills and monitor and analyze usage via the Now Assist Admin console.
Each skill is configured separately, and tailored to support agents across various platforms. The following Now Assist skills are available to be configured for use within CSM.
| Skill | Description |
|---|---|
| Chat Summarization | Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see Configure chat summarization. |
| Call Summarization | Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see Configure call summarization. |
| Resolution Notes | Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see Configure resolution notes generation. |
| Knowledge Generation | Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see Configure knowledge generation. |
| Chat Reply Recommendation | Help agents generate replies for chat messages based on conversation context. For more information, see Configure chat recommendation. |
| Email Recommendation | Generate and refine efficient email responses based on conversation context. For more information, see Configure email recommendation. |
| Sentiment Analysis | Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see Configure sentiment analysis case. |
| Suggested steps | Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see Configure Suggested Steps Generation. |
| Sidebar summarization | Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see Configure Sidebar Summarization. |
| Case summarization | Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see Configure Case Summarization. |
| Activity response generation | Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, seeConfigure activity response generation. |
| Trending topics dashboard | View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, Configure trending topics dashboard. |
| Sentiment analysis dashboard | Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see Use sentiment analysis dashboard |
| Customer summarization | Generate concise summaries of customer interactions and case history, capturing key details, decisions, and context in one view. This helps agents quickly understand the customer's situation without reading through lengthy case notes, improving first-contact resolution and personalization. The skill pulls relevant information from case records and activity streams to create a structured summary that enables agents to respond more effectively and efficiently. For more info see, Configure Customer summarization in Now Assist for CSM. |
| Special handling notes summarization | Automatically capture and organize critical handling instructions from customer records, creating a concise summary of special requirements, restrictions, or preferences that agents must know. This helps agents quickly identify important context- such as accessibility needs, communication preferences, or service constraints- without searching through scattered notes. For more info see, Configure special handling notes summarization in Now Assist for Customer Service Management (CSM). |
| Now Assist in portal case form | Enable the customers to receive AI-powered assistance directly within the self-service portal when submitting or updating cases. Customers can get real-time suggestions, recommended solutions, or clarifying questions as they fill out case forms, improving issue description quality and reducing resolution time. For more info, see Set up Now Assist in the portal case form. |
| Service Recommendations for Interactions | Use AI to suggest relevant services, products, or solutions to agents during customer interactions based on customer history and needs. Agents receive real-time recommendations that help identify cross-sell and up sell opportunities while addressing the customer's current issue. For more info, see Configure service recommendations for interactions |
| Complaint case summarization | Automatically generate concise summaries of customer complaints, capturing the core issue, customer sentiment, and resolution details in a structured format. This helps agents and managers quickly understand complaint severity and root causes without reading through lengthy complaint notes, enabling faster escalation and resolution. For more info, see Customer Service Management accelerate complaint case handling AI agent collection |
| Wrap up completion | Automate the post-interaction wrap-up process by generating concise notes and recommending appropriate wrap-up codes based on the conversation transcript. Agents can review and approve AI-generated summaries and codes instead of manually writing notes and selecting codes, reducing wrap-up time and improving consistency. For more info, see AI interaction wrap-up |
General Configuration Steps
Each skill has it’s own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill.
Common Configuration components:
Finalize and Activate Setup- Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
- Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
- Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether or not a user can activate the skill.
- Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
- Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.
- After selecting Review and Activate to examine changes, select Done to close the skill configuration settings.
- Select Skill to turn on the skill for agents and complete the configuration.Note:You can clone and customize the activated skills. For more info, see Clone the Now Assist for CSM skills and Customizing a Now Assist for CSM skill