Creation of a Service Request or other Business Object from a Chat or Call

This release introduces a new feature that recommends actions, such as creating or updating a service request or other business objects at the end of a call or chat session. To use this feature, Service Adaptive Intelligence services are required to be enabled to generate a transcript summary containing additional details, such as whether the problem has been resolved or if a follow-up is needed.

Agents will be able to quickly and efficiently create or update service requests by accepting a recommendation, automatically inserting data into the object from the chat or call summary.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• By default, the recommended actions will be displayed in a recommendation card just below the wrap-up notes/summary when an AI summary has been generated
• The recommendation card will be displayed if the AI transcript summary generated returns as unresolved.

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

An Administrator will need the appropriate privileges to:

• The feature is by default enabled, if you want to disable the capability you will need to remove the"recommended_actions" entry in the mcaEngagementFeatureOptIns constant in Visual Builder Studio
• Provision the Chat Agent and AI summary roles to chat agents