What feature provides real-time summaries of ongoing conversations, including issues and resolutions?

The feature that provides real-time summaries of ongoing conversations, including issues and resolutions, is Einstein Work Summaries. This tool is designed to capture key points from interactions in a customer service context, helping agents quickly understand the nature of conversations and what resolutions were reached. This capability enhances the efficiency of customer service representatives by allowing them to reference these summaries without needing to sift through entire chat logs or conversation histories.

Understanding the context of ongoing discussions is critical for maintaining high-quality service and ensuring that customers feel heard and supported. Einstein Work Summaries streamlines this process, ultimately leading to improved resolution times and higher customer satisfaction.

While other features like Einstein Service Replies for Chat and Einstein Article Recommendations serve different purposes—focused more on automating responses and suggesting articles related to specific queries—Einstein Chat Insights provides analytics and insights but does not summarize individual conversations in real-time. Therefore, the focus on summarizing ongoing conversations distinctly identifies Einstein Work Summaries as the best choice for this function.