Use Interviews in Your Action Plans for AI-Based Guidance and Assistance

Action Plans can now include Interviews that can guide and assist agents in troubleshooting common customer issues. Administrators and subject matter experts can easily create Interview flows using the convenient troubleshooting template. The interview authoring experience includes generative AI to help the author more quickly populate draft text for the symptoms and solutions. In the future as other types of Fusion Interview templates are provided for agents, they will also be available for inclusion in an Action Plan action.

Logical diagram of steps in an Interview

Interviews provide a powerful way to assist Service Agents as they troubleshoot common customer issues, naturally guiding agents and workers to solutions that represent the best practices of experts.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

To get started with Interviews in Fusion Service:

  1. Follow the instructions in the 'Implementation Overview' chapter of the the 'How do I get started with Interviews in Fusion Service?' Guide.
  2. Enable Interviews in Action Plans: go to 'Setup & Maintenance' -> 'Service' -> 'Change Feature Opt-in' -> 'Action Plans' -> 'Features' -> 'Run Interviews Through Action Plans'.

Enable Interviews Through Action Plans in the Service Feature Opt-In Page

Key Resources

To learn more about Interviews, including how to create Interviews through AI-assisted authoring, review the 'How do I get started with Interviews in Fusion Service?' Guide.

Access Requirements

No additional privileges are required for Service Agents to run an Interview in their Action Plans.