Chat Recommendation

Overview

This skill generates context-aware chat response recommendations for Customer Service Management (CSM) agents during live chat interactions. It helps you:

• Analyze the current case context including category, product, and customer tier
• Search the knowledge base for relevant articles matching the customer's issue
• Review similar resolved cases for proven response patterns and solutions
• Retrieve customer history to personalize recommendations
• Generate professional, empathetic, and accurate chat replies for agent use

When to use: When a CSM agent is handling a live chat or messaging interaction and needs quick, contextually appropriate response suggestions. Also useful for training new agents or building response templates.

Prerequisites