| Value | ★★★ | Effort | ★☆☆ |
This is all what this feature is about. No need to get through all the kind-regards and how-are-you-doings in 20 email conversation to find that John is upset with his magic sphere delivered in the form of magic splinters and the compensation package was never delivered at all.
The service agent can save tons of time by getting straight to acting upon the issue that is already summarized for him by AI.
One more nice addition is that these summaries are collected for both last emails and for the whole conversation. Moreover, these are stored as text data, which means more opportunities for the meta analysis of Service department performance, of common issues overlooked by existing taxonomy or of a specific agent’s approach to customer relationships.
Requires Service Cloud Einstein add-on
Source: Summaries for Email
Victor Nazarenko. Solutions Architect 