Chat reply recommendation

  • Release version: Xanadu
  • Updated August 15, 2024
  • 1 minute to read

    • Generate a reply based on the context of the chat conversation using Now Assist. Chat reply recommendations provide agents with quick replies to common questions.

    The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation with Write with Now Assist, and then review it before sending it as a reply. In the chat message window, either type a response, or leave it blank, and then select the Now Assist icon Now Assist icon. Reply recommendations are generated based on KB articles, similar chats, and the context of the conversation.

    Note:
    The system performs indexing operations on a few tables, including interaction, incident, and case, whenever the chat reply recommendation functionality is activated.
    Figure 1. Generate a reply recommendation in Workspace
    In the Public Chat area, select the Now Assist icon to generate a reply recommendation.

    Generating a chat reply recommendation

    You can generate a chat reply recommendation in the following products.

    Availability

    This skill is available in the workflows and products listed below.

    Table 1. Now Assist products and workflows
    Workflow Product
    Technology Now Assist for IT Service Management (ITSM)
    Customer Now Assist for Customer Service Management (CSM)
    Employee Now Assist for HR Service Delivery (HRSD)