[Music] today we'll be reviewing now assist for fso which showcases our generative AI functionality for banking we'll be focused on a complaints case and showing this in both the customer and agent experiences now let's jump into our banking demo customer Fiona Clark wants to take out money from an ATM she attempts to take out $150 but only received $75 in cash but she did receive a receipt saying she had withdrawn 150 she now wants to submit a complaint to Bank of salana and ensure she's refunded for the difference she first goes to the website and searches for how to file a complaint she sees here relevant knowledge articles as well as a generated summary of the most relevant knowledge article powered by now assist after looking here Fiona still wants to speak with the live agent about her issues getting the correct amount of cash Fiona navigates to the chat bot and briefly states that she didn't receive the cash requested out of the ATM and wants to connect to a live agent Fiona is connected to John Jason a complaints agent who enters the chat John receives an inline chat chat summary powered by now assist helping him get up to swed with Fiona's interaction so far with Bank of salana based on this summary JN starts to ask questions about where and when the issue with the ATM occurred Fiona provides John with details on where the ATM was located and the issue that occurred and what the rece she received said from here John gets in touch with the deposit operations team and learns learns that in fact only $75 was withdrawn from the ATM but Fiona's account had been debited for 150 from here he lets Fiona know that her account will be refunded by end of day with all this detail John can quickly summarize the case before handing it off to his complaints manager colleague to wrap up any additional details and checks he leverages the chat summarization functionality powered by now assist after John hands it off to the complaints manager Violet Cummings she works on the case and wants to review what she and John have discovered throughout so she navigates to the details Tab and leverages the case summarization button powered by now assist this can be leverag throughout the stages of the claim as you can see she gets a step-by-step summarization of the case so far as Violet nears the completion of this case she can go to the now assis panel for a few different functions here she can create resolution notes summarize a chat or summarize a record here you see the resolution notes generated and here you can see the record summarization in action the now's panel can also Share work notes as you can see here all of this functionality is powered by now assist lastly we've made it easy for admins to deploy and configured nist features for example in chat assist you can configure the skill you can toggle the events that will trigger a summary dur during handoff with a quick action at wrapup you can set where the skill will be displayed in the workspace or UI and the now assis panel and you can review and activate your skill to wrap up I've shown you today the five current generative AI driven functionalities within our fso banking complaints process now assis for fso compiles generative AI functionality in both the customer and agent experiences now assist in AI search enables customers to have more productive self-service experiences chat summarization provides complaints agents summaries allowing them to resolve chats faster case summarization helps pull together all the various parts of a complex complaints case for agents to catch up quickly and have all the relevant information the now assis panel is a conversational interface allowing agents to work on adal requests this all comes together with a point-and-click admin experience reducing deployment time put generative AI to work today with now assist for fso