Configuring Recommendation Cards

The Recommendations zone of the Customer Intelligence Hub provides recommended actions or insights you can review and take for the customer. Recommendations are displayed as cards across the top of the Overview tab, and you can use the arrows to the right and left of the cards to scroll through them. Some cards are actionable, and include buttons that let you to perform an action, such as enrolling a customer in an e-bill program.

To display cards in the Recommendations zone, you must complete the following steps:

• Create an Insight Group of Insight Class CX Billing Account Insights - Agent (C1XC) and configure Card Type Insight types.
• If your card includes book icons that launch knowledge articles, see Configuring Fusion Knowledge Management for additional configurations.
• For live insights, use extendable lookup C1-SERVICEGUIDE and configure the business object as follows to enable live insights:
  • Feature Flag - Live Insights: Enabled
• Optionally, you can add AI glossary terms in the F1-AIGlossary extendable lookup. You can the relate the terms to the insight types you create so that AI can better detect specific insight topics in the conversation transcript. This is an optional step meant to improve quality of the recommendations based on a live conversation.