[Music] let's take a look at a demo of generative AI in CSM in the Q3 2023 release George Warren is experiencing internet issues so he visits the Solana portal to get more information in addition to knowledge articles of Interest he sees a short contextual summary powered by gen AI George can get the same help through virtual agent as well in Virtual agent he is presented with the same contextual summary powered by gen AI unfortunately this does not solve his problem so he requests to talk to a live agent George is connected to John Jason a customer service representative at Solana who enters the chat John is presented with a chat summary powered by generative AI that brings him up to speed on the conversation between George and Solana thus far based on this summary John knows that this is a known issue and informs the customer that Solana plans to fix the issue by later that afternoon when John ends the chat generative AI populates a summary of the entire interaction with George starting with him visiting the portal through the end of the chat at a later Point John is assigned a case from George about Wi-Fi connectivity this is a long running case so John requests a summary that helps him come up to speed quickly on this case this is how generative AI in CSM helps improve agent productivity reduce costs and deliver seamless customer experiences thank you for listening