Which Einstein for Service feature helps agents summarize customer interactions?

Einstein Work Summaries is designed to assist agents by automatically generating summaries of customer interactions. This feature leverages artificial intelligence to analyze the context of conversations and interactions, providing concise, relevant information that agents can use to quickly understand the customer's issue or history. By summarizing key points from previous communications, it enables agents to respond more effectively and efficiently, improving the overall customer service experience.

The other options, while related to enhancing agent productivity and customer service, serve different purposes. Einstein Case Wrap-Up may help in finalizing cases but does not primarily focus on summarizing prior interactions. Einstein Reply Recommendations suggests responses based on the context of the conversation but does not summarize interactions. Einstein Case Classification assists in categorizing cases for easier management rather than summarizing them. Overall, Einstein Work Summaries specifically addresses the need for summarizing customer interactions, making it the correct choice for this context.