Help agents respond faster and more accurately during live chat interactions

Chat Reply Recommendations use generative AI to provide agents with suggested personalized responses during live chat interaction sessions. Based on the ongoing conversation context, the skill proposes quick-turn replies that agents can review, modify, and send. This allows agents save time and maintain response quality.

Key Capabilities

• Real-time contextual suggestions
  Provides agents with dynamic reply suggestions during chat based on the ongoing conversation and interaction context.
• Editable and context-aware drafts
  Suggested replies appear as drafts that can be reviewed, edited, and personalized before sending.
• Embedded in workspace
  Recommendations appear within the CSM Configurable Workspace using the Now Assist Context Menu icon, without disrupting other agent workflows.
• Configurable via admin controls
  Admins can control when and how the skill is presented, based on user criteria, task details or agent roles.

Implementation

• Prerequisites:
  
  • Required plugins: Now Assist for CSM and AI Search
    
  • Workspace compatibility: CSM Configurable Workspace is required
    
  • Skill setup: Chat recommendation must be enabled in the Now Assist Admin Console
• Skill overview
• Configure Chat reply recommendations
• Use Chat reply recommendations

Key Best Practices

• Train agents to review and personalize replies before sending
• Ensure key case and user data is available early in the chat session
• Use the Now Assist Admin Console to monitor usage and feedback
• Begin rollout with high-volume, repetitive chat topics (e.g., billing inquiries)
• Modify Now Assist Context Menu as required for automated triggers and visibility

Formal Learning

Now Learning: Now Assist for CSM Essentials Path

Measured Success and Outcomes

Outcome	How It Supports Customer Service Teams	Key Metric
Faster response times	Agents use pre-generated replies to reduce typing and decision-making time	Average response time in chat sessions
Consistent tone and quality	Reduces variability across agents while reinforcing brand messaging	% of replies using suggested content
Less agent fatigue	Limits repetitive typing across similar cases	Hours saved per week per agent
Improved customer experience	Faster replies drive higher customer satisfaction in real-time channels	CSAT score for live chat interactions
Higher agent confidence	Real-time guidance helps new or junior agents navigate conversations smoothly	Agent satisfaction or training feedback

Frequently Asked Questions

Do agents have to use the suggestions?

No. Agents can edit, ignore, or completely replace suggestions before sending.

What data is used to generate the replies?

The skill uses real-time conversation history, related case metadata, and knowledge available at the time of the interaction.

Can admins control access to this skill?

Yes. Visibility and activation can be managed by role or interaction context using the Now Assist Admin console.

Is this available in portal or customer-facing channels?

Not currently. Chat reply recommendations are only supported within the agent-facing CSM Configurable Workspace.