This demo is to demonstrate a scenario where a customer is calling in for a hable inquiry. After multiple follow ups, we will showcase how gen A I within service cloud will enable faster resolution to resolve the customer's query. For the purposes of this demo. We are going to simulate a call on service cloud and we see that upon the call simulation, the customer's account has been confirmed based on the phone number information that's been uh entered. Um We can see from the customer hub that a timeline of the history of interactions is visible uh which indicates the various interactions that the customer has had with the utility. We'll click on entities to look at the various cases that have been created for this customer. And we can immediately look at it that there is a case for heel inquiry that is currently open and in process for this particular customer. Uh Within the case style, you can see there is a blue icon star icon which is generated by gen A I. Because for this particular case, A gen A I summary has been uh generated. If we hover on this, I can uh the agent will be able to see a quick summary or a quick view where Jenny I has created a summary of the case history and the various interactions that have been captured as part of this case. Um So the agent can quickly review the summary to get context for the reason why the customer is calling. We'll now go into the case to understand more details and background in terms of uh what the issue that the customer has. So on clicking of the case, a quick view panel is visible on the right hand side which gives a quick glance and overview of what this case type is about. It's billing related what the priority is and what the current status is. We'll expand into the case to look at the history and the timeline and from the timeline, we can see that there are multiple email interactions that the customer has had with the utility upon expanding one of the interactions, which is an email interaction where a customer has written the email. Uh We can see that the customer sentiment immediately with the sad smiley icon over here which indicates that the customer is highly frustrated and disappointment with the prolonged delay. In resolving his simple query, he had a query related to his account balance because he has a high bill and uh he is looking for a response and there is um a delay in the overall uh resolution of his query. So in order to resolve his query. Now, we'll go to the agent desktop and review the account information so that uh we can resolve the query of the customer on the call itself. So from the uh account tile, we can see that there's an amount due balance already on the customer's account for about $3500. So as part of resolving the customer's query and is concerned with making payments, we're going to set him up on a payment arrangement plan. So from the central tab itself, which gives us an overview of uh the customer 360 view, we can see that this customer is eligible for an installment plan and his balance is for 3005 $58. So we're going to set him up on an installment plan. So we'll click on create and enter the information in order to create the installment plan. So we'll be creating an installment for three months of an installment plan for uh with three payment plan items and we generate the proposal and create the installment plan. So this is a review screen that's uh visible to the agents. So we can see the three installments have been set up and we're gonna create the plan now. So upon creating the installment plan, we can immediately see in the customer 360 view itself that uh the data has been updated. The first due date for the installment is coming up in two weeks, which is on September 12th and the open balance is 3005 58 with the installment amount of 1000 $186 which is payable on uh September 12th. So with this, we've uh resolved the customer's query, uh we've created and set him up on an installment plan. So we're going to complete the case uh which was open uh so far. And along with this, we're going to send an email interaction uh or an email resolution to the customer to say that his query has been resolved. And at the same time, uh we're going to generate the email drafter. So in a normal world, it would take an agent a couple of minutes to draft and write up the entire email content. But in service cloud, we do, we have the uh gen A I functionality which will help us to write up the case status update, email with the help of gen A I. So we select our style, tone preference and length, whatever is required in order to generate the uh email content. So we can see that ja I has generated the email content for us. So we are just going to update some information over here uh enter the customer's name, uh update the case number and also add a little bit of a text over here to say that we apologize for the inconvenience caused because uh Katie is displeased with the overall uh service that she has been uh receiving due to the delay that's caused in resolving her query. So we put that text in over here. So what would have taken more than 5 to 7 minutes for an agent is now uh possible and an interaction um has been created and an email has been generated in couple of seconds with the help of Je I uh ja I also has uh email translation uh facility. The translate option is also uh visible. So if we open any uh interaction, we have this translate option which is also provided by gen A I where we can translate any content or any information that we receive into a language uh that we require. So here we'll just translate it to Spanish or Portuguese in this case, right? And we can see the translated text which can also be used uh in order to uh respond to various communications. So with this, we've uh sent out the email to Katie that her uh case has now been resolved and she's been set up on the payment arrangement plan. So we'll now go back to the agent desktop to end the interaction. So we log an interaction record uh which we can directly from this pain over here. We'll add the notes that a payment arrangement plan has been created to resolve the Heibel Inquiry. We log the catalog and the category for which uh we want to log the interaction record and then we will uh save this information and that would be the end of this customer interaction or the customer call with this. We come to the end of the time.
