[Music] let's take a look at now assist for CSM in the February 24 store release much of the customer and agent experience has remained the same since our 23 September release think of this release as hardening previous experiences under the hood we have tweaked large language model prompting improved model accuracy and response times let's take a look George Warren is experiencing internet issues so he visits the salana self-service portal to get more information in addition to the most relevant knowledge articles he sees a generated summary of the most relevant article powered by now assist previously the most suited article was selected based on keywords in February 24 release we were using a technique called dense passage retrieval to select the most suited article based on actual meaning George can get the same help through the virtual agent as well in Virtual agent he can see the same contextual summary powered by now assist in February 24 release virtual agent is Now supported natively in the now mobile app unfortunately this does not solve the problem so he requests a transfer to a live agent George is connected to John Jason a customer service agent at salana who enters the chat the chat summarization experience Remains the Same as the September 23 release John is presented with an inline chat summary powered by now assist bringing him up to speed on the conversation between George and salana thus far based on the summary John knows it is a known issue and that salana plans to fix it later that afternoon at any point in time during the chat John can trigger a summary using a quick action when John ends the chat now assis populates the chat summary capturing George's complete Journey from visiting the portal to the end of the chat at a later point in time John is assigned another case from George about Wi-Fi connectivity this is a long running case so JN requests the summary that helps him to quickly come up to speed on the case John can provide feedback on the summary thumbs up thumbs down copy the summary to the clipboard or share it as work notes in the February 24 release we are now making models aware of the role attribution that is which Persona customer agent or system contributed to the entry on the activity stream this improves model accuracy we're also notifying agents when insufficient words fewer than 200 exist to generate a meaningful summary and finally we have added support for larger summarizations that is summarizations of 3,000 plus words before sharing the work notes John can make any modifications which will get pushed onto the activity stream if this is an assigned open case the proposed solution button appears when the button is clicked a modal dialogue box appears here we have an AI predicted resolution code and generated resolution note let's enter the cause at any point in time John can also get help on demand from the now assist panel the now assis panel is a conversational interface that enables agents to make ad hoc requests within the panel he can trigger actions supported by now assist what we call skills in the February 24 release skills can be configured to appear conditionally for example an admin may only want to expose case summarization on P1 complaint or cases for specific product families John requests the summary now assist is smart enough to pick the current record John is working on he could also request semantic changes to the summary such as make it shorter make it formal or make it longer finally we have made it easy for admins to deploy and configure now assist features for example in chat assist you can configure the skill you can toggle the events that will trigger a summary during handoff with a quick action at wrapup for example you can set where the skill is displayed in workspace or ui6 and the now assist panel and you can review and activate your skill now assis for CSM is a collection of generative AI capabilities infused in both the customer and agent experience Now assistant AI search enhances the self-service experience and drives deflection chat summarization provides agents with timely summaries enabling agents to solve chats faster case summarization enables agents to gain contextual awareness and provide a higher level of service the analysis panel is a conversational interface enabling ad hoc requests and changes in response to tone this is all wrapped together with a point and click admin console reducing deployment time and anxiety with now assist for CSM teams can increase agent productivity reduce costs and deliver seamless customer experiences put generative AI to work would now assist for CSM in the February 24 store release