Hi , everyone . I'm going to demonstrate how CRM integration with L C A can take
the agent assist a step further by providing contextual information from
prior conversations as well as automatically creating call records in
the CRM system . Are you sales force to demonstrate this feature ? L C recently
launched called summarization feature that summarizes the agent customer
conversation as soon as the call ends . This reduces the manual effort for the
agent . The CRM integration takes the summary generated by L C A and
creates a case record with
this summary information . This avoids the need for the agents to navigate to
another system and record every interaction with the customer . After
every call completes , the agents are given a link to the salesforce case
record that they can navigate to it . They need to make additional changes .
The integration also pulls the most recent conversation history from
salesforce and displace that as agent assist message at the beginning of every
call . Let's see this in action , the agent answers the customer and is able
to navigate to the call details page where they can see the recent three
interactions with the customer . The most recent interaction happens to be
today where the required assistance with their vehicle . At this point , the
agent could have asked the customer if everything is okay with the vehicle .
But let's just assume that conversation already happened . The color is now
looking for information regarding the rewards card and eventually they end up
making a payment of $50 at
the end of the call , the caller is happy with the service as
soon as the call ends , Akane summaries generated and the case automatically
gets created in salesforce . The agency is a confirmation that the case was
created with a link to the salesforce portal where they can see the call
summary and
they can make any changes required . Now , let's see what happens when a
different agent answers a subsequent call from the same customer as
you can see here . The call summary from the previous conversation is displayed
to the agent to provide more contextual insight from the previous conversation
to
summarize . I demonstrated how agent productivity can be enhanced with agent
assist through salesforce integration where you can automate the case creation
after every customer interaction and
also provide contextual information to agents at the beginning of every call .
Thank you .