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Overview of embedded agents

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Agents embedded in customer relationship management (CRM) systems allow customer service representatives to chat with customers directly. The agent provides service representatives with generative AI-based support content, which helps enhance productivity, accuracy, and improve customer satisfaction while reducing costs and enabling scalability.

Agents support service representatives with real-time guidance for better performance. They integrate seamlessly into existing workflows helping in faster resolution of problems.

You can create and embed the following types of agents into your CRM system:

  • Preconfigured service agent with built-in features like context awareness in chats, email assistance, and case summarization. You can embed the preconfigured service agent into Salesforce or ServiceNow.

  • Custom service agent, with the multi-turn chat capability that you can embed custom agent into Salesforce, ServiceNow, or Zendesk.

Screenshot that shows the Copilot for Service get started options.