0
2.1.5
Australia Patch 3, Australia Patch 1, Australia, Zurich Patch 10, Zurich Patch 8, Zurich Patch 7, Zurich Patch 5
Generative AI
Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. Now Assist for Complaint Case (CSM) supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time.
Introduced a new Complaint Case Summarization AI skill that delivers state‑aware, structured summaries for complaint cases. The summary dynamically adapts based on the current complaint case state, helping agents quickly understand context, track progress, and take action without reviewing the full activity stream.
Changed: No new features, enhancements or fixes. Since there are updates to the AI agents, the version of this application must also be updated.
- Store app dependency
- Now Assist for Customer Service Management (sn_csm_gen_ai)
- Case Playbook for Complaints (sn_complaint)
- Complaint Case AI Agent collection (sn_complaint_ai)