Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. Now Assist for Complaint Case (CSM) supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time. 

Introduced a new Complaint Case Summarization AI skill that delivers state‑aware, structured summaries for complaint cases. The summary dynamically adapts based on the current complaint case state, helping agents quickly understand context, track progress, and take action without reviewing the full activity stream.