AI voice agent in CSM
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Summary of AI voice agent in CSM
The AI voice agent in Customer Service Management (CSM) enables customers to create cases and check case status through natural, conversational voice calls. It integrates seamlessly with major contact center platforms such as Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect. This solution minimizes manual effort, accelerates service resolution, and provides consistent functionality across supported platforms.
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Key Features
- Natural language voice interactions for checking case status and creating cases.
- Quick escalation to human agents for complex issues.
- Multi-language support to serve a global customer base.
- All voice interactions are recorded for auditing and quality assurance.
- Data privacy ensured through separation and protection of customer information.
- Two primary AI voice agents available:
- Case status agent: Provides detailed updates on cases by case number, including status, creation date, assigned agent, latest updates, and case summary.
- Create case agent: Guides customers through a step-by-step voice conversation to capture and validate case details, confirming successful submission.
- Update case agent: Supports voice-driven updates to existing cases, simplifying data collection and validation for agents.
- Management and configuration of AI voice agents through AI Agent Studio, allowing creation, customization, and deployment connected to supported contact center providers.
Benefits
- Reduces workload for support teams by automating routine case inquiries and updates.
- Eliminates the need for customers to understand internal processes, as the agent guides them intuitively.
- Improves customer satisfaction with faster, easier, and more natural service interactions.
- Enables efficient, AI-driven support to enhance operational efficiency.
Implementation Notes
- Admins must install the Customer Service Management AI agent collection plugin to enable AI voice agents.
- AI voice agents are configured and customized via AI Agent Studio, where admins can duplicate and adjust agents as needed.
- Ensure that the AI agent’s availability status is enabled in the Define Availability screen to activate the voice agent.
Use the AI voice agent to create cases and check case status through natural, conversational voice calls.
AI voice agent overview
The AI voice agent streamlines customer interactions by integrating with contact center platforms including Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect.
The AI voice agent enables customers to get case status and create cases entirely through voice commands. This solution reduces manual intervention, improves service resolution times, and delivers consistent functionality across all supported contact center partners.
Key Capabilities
The AI voice agent helps with case management by using natural, conversational voice interactions:
- Check the status of your cases just by asking.
- Create cases without filling out any forms.
- If an issue is complicated, the agent can quickly connect you to a human.
- It supports multiple languages, making it easy for customers around the world to use.
- All interactions are recorded for auditing and quality checks.
- Customer data stays safe and separated to protect privacy.
Benefits
With the AI voice agent, there’s improvement in both customer experience and operational efficiency:
- Support teams spend less time answering routine questions because the agent handles case status checks and updates.
- Customers don't need training or knowledge of internal processes—The agent guides them.
- Customer satisfaction increases because the service is faster, easier, and more intuitive.
CSM AI voice agent
There are two AI voice agents for CSM. Each agent is associated with a voice service acting as a virtual customer service agent and can be configured with welcome messages, voice profiles, and fallback options like human agent routing or case
creation. This setup enables efficient, AI-driven support for customers.
| AI voice agent | Description |
|---|---|
| Case status | Provides users with comprehensive status updates for cases based on the case number. Designed for users who need quick and reliable access to case details, including state, creation date, assigned agent, latest update, and a summary of the case. |
| Create case | Lets customers log cases using voice input by guiding them through a clear, step‑by‑step conversation that captures and validates required details. It creates the case, and confirms successful submission. |
| Update case | Updates existing cases using voice input. A structured voice conversation guides agents through identifying the case, collecting fields, validating changes, and confirming updates. This reduces manual effort and keeps agents focused on the customer. |
AI voice agents are managed through AI Agent Studio. To configure a new agent:
- Navigate to , then select the AI agents tab.
- Open the Add drop-down list.
- Select an AI voice agent to create a voice-enabled agent for case management.
Note:
- To enable customer access and use of AI voice agents, an admin must install the plugin Customer Service Management AI agent collection
- To modify the AI voice agents, duplicate it, and adjust the settings according to your requirements. For more info see, Configure and customize the AI Voice Agent for Now Assist for CSM.
- When you modify an AI agent, or a tool, make sure that you update all instructions accordingly.
- In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.