New Features and Enhancements in CSC AI Agents September 2025

The following new features have been introduced in the September 2025 release of CSC AI Agents.

Customer Success Agent

Early Adopter

The Certinia Customer Success agent streamlines Customer Success tasks to create, assign, and manage tasks and playbooks and to generate AI summaries and summary level communications. This enables you to automate standard customer success practices and quickly gain summary level insights.

The Customer Success agent contains the following topics:

• CS Activities Summary: Generates and saves a summary, creates recommended playbook tasks, and creates customer communications and executive briefings from the summary.

• CS Playbook Management: Manages playbooks by displaying and updating existing records.

• CS Task Management: Manages playbook tasks by displaying, updating, and creating records.

We've also added custom actions, to provide you with a way of calling the functionality of an API using a user interface.

For more information, see:

• Customer Success Agent Overview

• Agent Topics

• Agent Actions

• Custom Actions

Fixes

Fixes are listed on the Known Issues page of the Certinia Community. You can access this page from the Community Support Hub. For a brief description of the issues that have been fixed in this version of CSC AI Agents, see the relevant section of the Known Issues page.