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

• Roles: sn_customerservice_agent, sn_customerservice_manager, or csm_admin
• Access: Read access to sn_customerservice_case, interaction, kb_knowledge, sys_journal_field, customer_account, and csm_consumer tables
• Knowledge: Familiarity with your organization's CSM knowledge base structure and chat interaction workflows