Xanadu |
- Xanadu Patch 9
- Monitor engagement health
- Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
- Analyze risk signals and recommend solutions
- Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.
- Xanadu Patch 7
- Using Telecommunications, Media, and Technology AI agent collection
- Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.
Table 1. Available AI agents use case
| AI agent use case |
Description |
| Test and repair telecom service issues |
Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. |
- Xanadu Patch 1
- Service Problem Case summarization skill
- Designed to save agents time by condensing the service problem case record to a short summary.
- Resolution notes generation skill
- Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization
skill.
- Test summarization skill
- Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill.
- Now Assist Panel
- Enable your agents to access Now Assist skills in a panel available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number.
- Now Assist Admin console
- Activate and configure capabilities and individual skills on the Now Assist Admin console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both.
- Add conditions to skill availability
- Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record.
- Restrict skill availability by user role
- Specify the roles that can access the case summarization and resolution notes summarization skills.
- Minimum text requirement for case summarization
- Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream.
|
Yokohama |
- Yokohama Patch 11
- Address voice quality issues
- Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
- Risk signals and issues summarization
- Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.
- Yokohama Patch 6
- Help remediate bill issues
- Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
- Analyze network incidents
- Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
- Support renewals and expansion
- Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
- Trigger risk mitigation touchpoint
- Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and
scheduling preferences.
- Success summarization
- Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
- Analyze metric data trend
- Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
- Service summary generation
- Generate a service summary for a product inventory.
- Knowledge graph schema generation
- Use the Knowledge Graph (KG) to create Knowledge Graph schema.
- Customize a summary card for service summary
- Customize the summary card of the service summary and UI actions according to your needs.
- Register consumers using Agentic AI
- Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all
authenticated users or publicly available.
- Yokohama Patch 3
- Monitor engagement health
- Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
- Analyze risk signals and recommend solutions
- Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.
- Yokohama Patch 1
- Using Telecommunications, Media, and Technology AI agent collection
- Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.
Table 2. Available AI agents agentic workflow
| AI agent agentic workflow |
Description |
| Test and repair telecom service issues |
Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. |
- Yokohama Early Availability
- Dynamic prompt configuration
- Use the Now Assist for Telecommunications, Media and Technology (TMT) application to provide concise, context-driven summaries that are specific to each case. Your agents can ensure that critical case details are captured and can provide personalized and
informed resolutions.
- Enhanced test summarization
- Use AI-generated test summaries that include the metric descriptions and contextual notes from cases. Your agents can focus on high-priority issues and make better informed decisions that enhance the product quality and
performance.
- Resolution notes generation
- Generate resolution notes and then shorten or elaborate the content by using the Now Assist context menu in the resolution notes field of the case form in both the Core UI and Workspace.
- Knowledge article generation
- Select and gather insights and data from multiple similar cases to create an article by using Now Assist for TMT. Use the Now Assist icon (
 ), which is accessible as an inline capability to create and refine Knowledge articles.
- Account onboarding case summarization
- Generate a concise account onboarding case summary that enables your agents to get a quick overview of the case details.
- Engagement summarization
- Generate a high-level summary with a list of the key items about an engagement.
- Touchpoint summarization
- Generate a quick summary of the various touchpoints in the engagement life cycle. Your agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow-up activities.
- Transform mapping assist
- While using the Service Exchange for a provider's application, use the Transform Mapping Assist feature to generate transform mappings between provider and consumer tables automatically. This skill enables you to streamline the
transformation mapping process by reducing errors and improving overall efficiency.
|
Zurich |
- Zurich Patch 4
- Address voice quality issues
- Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
- Risk signals and issues summarization
- Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.
- Zurich Patch 1
- Help remediate bill issues
- Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
- Analyze network incidents
- Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
- Support renewals and expansion
- Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
- Trigger risk mitigation touchpoint
- Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and
scheduling preferences.
- Success summarization
- Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
- Analyze metric data trend
- Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
- Service summary generation
- Generate a service summary for a product inventory.
- Knowledge graph schema generation
- Use the Knowledge Graph (KG) to create Knowledge Graph schema.
- Customize a summary card for service summary
- Customize the summary card of the service summary and UI actions according to your needs.
- Register consumers using Agentic AI
- Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all
authenticated users or publicly available.
|
Australia |
- Squad resource identifier
- Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays,
initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.
- Product release email communication
- Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.
- Risk signals and solution synchronization
- Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.
- Create product adoption roadmaps using Now Assist
- Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal
conversations and expansion opportunities.
- Support renewals and expansion
- Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the
renewal playbook.
- Customer 360 AI insights
- Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM,
voice agent interactions, and sentiment analysis related to customer health.
- Auto-onboarding
- Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to
help ensure reliable, efficient integrations with minimal manual effort.
- Analyze the sentiment of a service problem case
- Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record.
- Summarize the linked records
- Generate a comprehensive summary of the service problem case records that you have linked on the ADR case.
- Generate ADR resolution notes
- Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.
- Generate a deadlock letter
- Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.
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