GenSearch in the CRM Touchpoint
Enabling GenSearch in the CRM Touchpoint empowers agents to submit queries and receive generative responses with sourced articles, which can then be linked to a case. This reduces the time to solve needs events and streamlines the agent workflow, which leads to higher CSAT scores, reduced customer churn, and increased ease of use for agents.
Once the feature is enabled, the GenSearch tab will be available in the Touchpoint.
Within the GenSearch sub-touchpoint (tab), agents can use the same functionality they would access from the Expert site:
- Search bar: Uses the completion endpoint for queries, and retrieves limit, threshold, and persona inputs from the Expert site.
- Location filters: Has the "Refine search" drop-down from the "Search" tab.
- GenResponse window: Displays the generative response.
- AI Disclaimer: Retrieved from Expert site, if enabled, and appears as text before the response.
- Source articles: Pages that were used to generate the response. This includes the following options and information for the article:
- Article title as hyperlink
- Link to Case button
- Pin icon to add the article to your pinned pages
- Lock icon to indicate page privacy
- Copy icon to copy the article link for easy sharing