[Music] today we'll be reviewing now assist for fso which showcases our generative AI functionality for banking we'll be focused on a disputes case and we'll be showing this in both the customer and agent experiences now let's jump into our disputes demo customer Fiona Clark saw two unauthorized transactions on her credit card stat statement under the names NV video and Cafe Rosco she did not recognize the transactions and immediately wanted to file a dispute with her bank on these charges she first goes to the bank of salana website and searches for how to file a disputes case she sees here relevant knowledge articles on disputes as well as a generated summary of the most relevant knowledge article powered by now assist after looking here Fiona wants to connect with an agent to make sure that the disputes are filed correctly Fiona navigates to the chat bot States her issue and says she wants to connect with a live agent Fiona is then connected to John Jason a disputes agent who enters the chat John receives an inline chat summary powered by now assist helping him get up to speed with Fiona's interaction with Bank of so far based on this summary John starts to ask questions about the unauthorized transactions Fiona provides John with details on the names of these transactions from here JN is able to pull up both transactions and confirm with Fiona the amounts that she's being charged for with all this detail John can quickly summarize the case and create it before handing it off to his disputes manager colleague to move on to the next stage in the disputes process he can leverage the chat summarization functionality powered by now assist after John hands it off to the disputes manager Dan Murray Dan works on the case throughout the chargeback process Dan now wants to review what he and John have discovered throughout so he navigates to the details Tab and leverages the case summarization button powered by now assist as you can see he gets a step-by-step summary of the case so far he can also easily produce and Share work notes as Dan nears the completion of this case he can go to the now assis panel for a few different functions here he can create resolution notes summarize a chat or summarize the record here you see the resolution notes generated and here you see the record summarization in action all of these functions are powered by now assist lastly we've made it easy for admins to deploy and configured now assist features for example in chat assist you can configure the skill you can toggle of the events that will trigger a summary 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 disputes process now assist for fso compiles generative AI functionality in both the customer and agent experiences now assist in AI search enables customers to have more productive selfservice experiences chat summarization provides disputes agents summaries allowing them to resolve chats faster case summarization helps pull together all the various parts of a complex disputes case for agents to catch up quickly and have all the relevant information the analysis panel is a conversational interface allowing agents to work on ad hoc requests this all comes together with a pointand click admin experience reducing deployment time put generative AI to work today with now assist for FSL