- Agents struggled with repetitive tasks like email composition and case research.

- Customers wanted faster, more personalized service.

- Organizations faced challenges streamlining workflows and enhancing customer experience.

- Agents manually summarized sidebar conversations, losing key context.

- Service catalog access in Virtual Agent chat required a separate pop-up or tab.

- Limited visibility into business locations made cross-organization support difficult.

- CSM Workspace email experience was not optimized for productivity.

Xanadu Store Release:

- Now Assist for CSM: AI-powered email and chat reply recommendations enhance agent efficiency.

- Prompt Configurability: Admins can customize skill prompts for better summarization and resolution notes.

- Sidebar Summarization: AI-generated summaries streamline agent collaboration.

- Rich Messaging: Service Catalog is now viewable inline within Virtual Agent chat.

- Inter-Organization Support: Agents gain visibility into supported business locations, improving collaboration.

- CSM Workspace Email Enhancements: Optimized UI reduces whitespace, consolidates fields, and improves draft email access.

Post-Xanadu Release:

- Agents spend less time on manual tasks and focus on complex issues.

- Customers receive faster, more personalized service.

- Organizations improve efficiency, reduce customer effort, and enhance collaboration.