[Music] a great to have you back we're going to talk about agents this disco round four questions in four minutes let's talk about now assist for it agents question so tell me about it what's coming out thanks great to be back Chad uh so what we are doing for the agents with now assist is we are providing them with various capabilities the first one is chat summarization which really takes the details within a chat transcript summarize it so the agent can pick up exactly where the virtual agent or the last agent left off then we have incident summarization and that again allows the second agent who's picking up really to understand what is been attempted so that they don't asking the same questions back to the requestor and then finally when it comes to documenting resolution notes we are assisting in that regard by helping them document meaningful resolution notes so that others in the system can benefit from them those are awesome I'm looking forward to all of those so with that why do you believe these aspects these features are a game changer for uh service desk agents yeah it is because these are best practices at the end of the day right reading and transcript it is something we should all be doing but we don't always have the time to do it so we make it easy to do just like that incident summarization when you are handed an incident you should be reading all the notes the description short description but we don't always do that so we try to make it easier for the agents by giving them a concise summary of everything that has happened so that they can take action right away right and same with resolution notes it's not always top of mind to document meaningful resolution notes and so we're just helping with that right the the the resolutions are out there whether it's in a transcript somewhere or in the the documented notes we're just bringing that and helping populate the resolution notes at the end of the day totally agree I love it so let's bring it to the customer view uh since you've been working a lot of early Journey customers what is the unique value that you've seen with now assist in these customer Journeys yeah um it is a lot of things right the unique value can be for customers that aren't doing these things today they get to do them right we know that some agents aren't following these practices in the first place so they just get the benefit of having all of that brought to them and really just elevates their ability to provide an excellent experience for the requesters in the first place so that cat score is going to be really high um second when it comes to documenting the resolution notes again it doesn't always happen for everybody we're not always doing it but and for those customers they just get a very intelligent system right as a byproduct of using the capability some customers are are already doing that and that's awesome and what we've noticed with these customers is that we just help them do it much faster so they are getting a faster completion when it comes to resolving these incidents and their system gets smarter as as as well and I think one thing that you told me earlier on when we talked about I I really loved it you said they became overall more strategic and I think that that's amazing okay here we go final question four what do you see in the road map coming for these companies for agents in now assist for it agents what's on the road map oh man a lots are on the road map and we're very excited about everything that we're building because we really are just so crazy about our customers we want to make sure that what we build is Meaningful to them um and the thing that we've heard a lot is KB generation and so that's something that's coming in our next release safe haror applies um where we want to be able to create knowledge articles so that other agents can reference them right not everything can be self-service and sometimes we need agent basing knowledge so it's you know resolution notes that's awesome and we know that other agents reference these resolution notes but we also want to we also understand the need for agent facing knowledge and so the creation of that generating that for them is something that we're really excited about I can't agree more Knowledge Management any events I go to it seems to be top of mind for many of the uh customers I speak to out there so spot on I love it we've gotten a lot of questions on these I'm sure we're going to get some more questions on it agents maybe some of the customer Stories the value so please if there's any questions comments reach out to a myself in the community their link will be after this but ASF again great session I appreciate you thank you for spending your time with me thanks for having me chat