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Transcript

Product Support Agent is an always-on AI agent that can help resolve customer care issues by leveraging a vast array of knowledge sources curated by ÃÛ¶¹ÊÓƵ’s expert support teams, product legal documentation, and tutorials, and even your own data to enable you to troubleshoot within your own workflows. If you need additional help, Product Support Agent can now create a support case with detailed contextual information and issues details, greatly reducing the time and work required to create support tickets. Please note that the ability to create support tickets is governed by the access control policies of your organization. For additional information, contact your ÃÛ¶¹ÊÓƵ administrators. Let’s take a look at the capabilities of Product Support Agent. The underlying knowledge graph has been expanded to include knowledge articles that are curated by ÃÛ¶¹ÊÓƵ’s expert support teams. So let’s ask, why does my profile count differ on the license usage dashboard and the AEP homepage? As you can see, once the response is returned, we have even more detailed information, and if we scroll down and view the sources, we get direct links to the customer knowledge support articles. Let’s ask another one. What are the reasons for a journey not triggering? Once again, you will see that the detail of the responses is even greater. And as always, you can follow the links in the sources to learn even more. In addition, the Product Support Agent will now let you view video content and the responses to enable easier understanding. Let’s ask the Product Support Agent, how can I change the status of a journey? In the response, you will now see that a video is embedded that is set to begin at the exact time most relevant for the question. All you have to do is follow along. Another great addition to the Product Support Agent is that supported users now have the ability to create and manage support tickets from within AI Assistant. And even better is contextually aware of the questions that you have been asking AI Assistant. It will capture the sandbox, the org ID and user ID, which ÃÛ¶¹ÊÓƵ product, and even a summary of chat for the ticket description, and a chat history to not only streamline the creation of the ticket, but the resolution as well. You can even ask the Product Support Agent to check on the status of the ticket as well. What’s the latest on my case? And it will provide you with a status update and the response. The Product Support Agent provides you with even more tools to help you overcome obstacles in your workflow. Hopefully, you now have a better understanding of how to use the Product Support Agent within ÃÛ¶¹ÊÓƵ Experience Platform. What are you going to do with the Product Support Agent?