Xanadu |
Xanadu Patch 9
- Suggested steps in Recommended Actions
- Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps.
- Triage cases agentic workflows enhancements
- Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and
analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI
agent.
Xanadu Patch 7
- Triage cases AI agents use case
- Use the Triage cases AI agents use case to improve agent productivity through faster assessment.
Table 1. Available AI agents use case
| AI agent use case |
Description |
| Triage cases |
Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times. |
- Summarizing sidebar conversations
- Use Now Assist for CSM to summarize sidebar discussions between agents, requesters, and subject matter experts.
- Real-time chat reply recommendations
- Use generative AI to provide the agent with relevant contextual recommendations from sources such as knowledge bases, FAQs, similar cases, chats, and calls before they respond to the customer. Agents can also write a chat
response with the help of generative AI. This feature helps agents stay focused on conversations with customers instead of doing manual tasks.
- Generative AI-powered email reply recommendations
- Get recommendations for email responses that can be reviewed and sent by agents. Agents can also edit email replies recommendation with the help of generative AI.
- Multilingual support for Now Assist for CSM skills
- Large language model (LLM) now supports the following languages across all skills in Now Assist for CSM: German, French, Japanese, Dutch, and French Canadian, Spanish, Brazilian Portuguese, and Italian.
|
Yokohama |
- Yokohama Patch 11
- Enabled the is_template property
- Enabled the is_template property for all Now Assist skills to ensure consistent cloning. Added the ability to clone any base system GenAI skill and customize it in the Now Assist Skill Kit (NASK) to reduce setup time and
simplify skill modification. Applies to all Now Assist for CSM skills.
- Access Sentiment analysis dashboard in Core UI
- Defined the navigation path in Sentiment Analysis dashboard in the Core UI interface to make it easier for users to locate and access sentiment analysis data without searching through multiple menus.
- Sentiment trends analysis dashboard
- Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take
targeted actions.
- Trending topics dashboard
- Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into
specific trends using customizable filters.
- Provide customer 360 insights agentic workflow
- Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to
natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance
as well as triggers actions from the Now Assist panel.
- Activity response generation skill
- Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and
interaction.
- Now Assist context menu configuration for extended tables within resolution notes
- Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.
- Yokohama Patch 6
- Triage cases agentic workflow security directives
- Implement security on AI agents and agentic workflows through ACLs and user identities.
- Now Assist for CSM Gen AI security directives
- Implement security in Now Assist for CSM skills through ACLs and user identities.
Yokohama Patch 3
- Sentiment analysis on a case
- Make informed decisions on cases that are based on your requester’s sentiment and the reasoning behind it. You can update the sentiment when new comments or emails from your customers come in to ensure that the sentiment is
always up to date.
- Sentiment analysis on an account
- Track the sentiment of a business-to-business account and analyze it by using various filters and sorting dashboards. You can get the right insights and reduce the number of escalated cases.
- Suggested steps in Recommended Actions
- Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps.
- Support for conversational subflows and actions in the Now Assist panel
- Use natural language to describe your intent to trigger a subflow or action. This feature helps to improve your agent productivity and enables them to accomplish everything in one place within the Now Assist panel.
- External web content in Q&A Genius Results
- Provide the support for your public web content so that your requesters can use search queries in both standard search and conversational search. You can also see whether the content is internal or external, with direct
links to the source.
- Troubleshooting steps identification AI agent
- Gather context from cases, identify missed fixes, and troubleshoot potential solutions by using the Troubleshooting steps identification AI agent.
Yokohama Patch 1
- Triage cases AI agents use case
- Use the Triage cases AI agents use case to improve agent productivity through faster assessment.
Table 2. Available AI agents use case
| AI agent use case |
Description |
| Triage cases |
Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times. |
Yokohama Early Availability
- Conversational search in the Now Assist panel with results from knowledge articles
- Ask questions directly within the Now Assist panel. If the answer is found in the knowledge bases (KBs), the answer is shown with the source information. If the answer isn't available in the KB search, you’re redirected to the global search
experience for further assistance.
- Now Assist in Virtual Agent-Scheduling Assistant via GenAI
- Use the enhanced scheduling assistant with Now LLM Service capabilities to make it more conversational, enabling users to easily schedule, reschedule, and cancel appointments.
- Now Assist in portal case form
- Guide requesters through a self-service flow to find solutions to their problems by using Genius Results. You can reduce the number of cases created and decrease the effort required by your agents to close open cases.
|
Zurich |
- Zurich Patch 10
- Case insights section
- Resolve cases faster with a new case insights section that brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.
- Voice-driven case status retrieval and updates
- Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions across Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms.
- Customer sentiment analysis on email interaction page
- View automated sentiment scores and trends from conversation directly on the email interaction page in Now Assist for CSM, The system reads customer emails and gives a score to show how the customer is feeling, so agents and managers can quickly check the customer's mood without reading the whole conversation.
- Configure extended tables
- Automatically receive concise summaries of case resolutions in Now Assist for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.
- Zurich Patch 9
- Quality assurance management skill
- Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at
scale.
- Extended table support for email reply recommendation skill
- Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.
- Zurich Patch 8
- AI workflow tab added in Core UI
- Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.
- Filter controls in Now Assist Guardian
- Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.
- Zurich Patch 7
- Metrics to measure genAI skills
- Monitor how users engage with genAI and agentic skills in Now Assist for CSM to provide actionable dashboards and reports for workflow optimization.
- Navigation to customer 360 insights summary card in cases
- Access all relevant case information by navigating to the customer 360° insights page from the summary card.
- AI voice agent for CSM
- Access a case status and create cases through voice interactions with a unified AI voice agent for case management.
- In-product agentic indicators
- Identify when agentic AI is active in a record in the AI Workflows tab, which includes a presence icon and record indicator.
- Zurich Patch 5
- Complaint Case AI agents collection
- The Complaint Case AI agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, which
helps reduce case closure time.
- Zurich Patch 4
- Enabled the is_template property
- Enabled the is_template property for all Now Assist skills to clone consistently. Clone any base system genAI skill and customize it in the Now Assist Skill Kit to set up quickly and simplify skill modification. Applies to all Now Assist for CSM skills.
- Access the Sentiment analysis dashboard in Core UI
- Locate and access sentiment analysis data without searching through multiple menus with a defined navigation path in the Sentiment analysis dashboard in the Core UI interface.
- Sentiment trends analysis dashboard
- Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take
targeted actions.
- Trending topics dashboard
- Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and analyze specific
trends using customizable filters.
- Provide customer 360 insights agentic workflow
- Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow supports human agents by responding to natural language
queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance and triggers
actions from the Now Assist panel.
- Activity response generation skill
- Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency and
interactions.
- Now Assist context menu configuration for extended tables within resolution notes
- Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.
- Zurich Patch 1
- Use the triage cases agentic workflow security directives
- Implement security on AI agents and agentic workflows through ACLs and user identities.
- Now Assist for CSM genAI security directives
- Implement security in Now Assist for CSM skills through ACLs and user identities.
- Early Availability
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
|
Australia |
No updates for this release. |
, which is accessible as an inline capability, and create and refine knowledge articles. You can also generate knowledge articles in multiple languages.