Enhance the Email Activity Statuses for Improved Collaboration in Customer Service
Enhancing Email Activity Statuses for Improved Collaboration in Customer Service
Background:
In our use of both Customer Service and Omnichannel for Customer Service, we have identified a key limitation in the email activity handling, spec...
Enable customization of automated messages in secondary languages on channel level
Suggestion: Channel-Specific Customization of Automated Messages in Secondary Languages for Omnichannel for Customer Service
Overview:
In Omnichannel for Customer Service, automated voice channel messages can currently be customized on a channel-by-channel basis, in the ...
Leveraging Copilot in Customer Service for KB article translations
Currently, when managing KB articles, agents must manually translate content from a parent article to its linked version. This process is time-consuming and prone to inconsistencies. With the increasing capabilities of AI and automation tools, there is an opportunity to enhance this process by...
Enable conversation summarization on closed conversations
Currently, Copilot in Customer Service allows agents to generate conversation summaries either on demand during an active session or automatically at the end of a conversation. However, once a conversation is closed, agents can no longer generate a summary. This limitation can hinder agents wh...