New Features and Enhancements in CSC AI Agents Summer 2026

The following new features have been introduced in the Summer 2026 release of CSC AI Agents.

If you are upgrading from a previous version, see Upgrading CSC AI Agents. This provides a summary of the items that have been added for each feature and details of any required upgrade steps.

If you are upgrading from a version earlier than Spring 2026, check the documentation for previous releases for upgrade details.

Prepare AI-Powered Business Review Summaries

We've enhanced the Customer Success agent to enable customer success managers (CSMs) to generate a business review meeting agenda from a previously generated business review summary. CSMs can now provide specific instructions to the agent to create a tailored, ready-to-send email draft, eliminating manual formatting and saving preparation time ahead of business reviews and strategic planning sessions. To support this, we've added the Generate Business Review Agenda action to the CS Account Intelligence topic. We've also added the Generate Business Review Agenda from Summary custom action, which can be used to call the functionality of the related API using a user interface.

Note:

A business review summary must be generated for the account before a meeting agenda can be generated. If a meeting agenda is requested before a summary exists, the Customer Success agent will prompt the user to generate the summary first.

For more information, see:

Prepare for Customer Interactions with AI-Powered Account Summaries

We've enhanced the Customer Success agent so that customer success managers can ask it to:

  • Generate specific sections of an account summary, such as risks and blockers or expansion opportunities, if they don’t need the complete account summary

  • Create an expansion opportunity from account summary suggestions

  • Save the account summary or its specific sections after they are generated by the AI Agent

  • Generate a strategic plan or an executive summary based on previous chat responses

This provides greater flexibility when preparing for customer interactions, enabling customer success managers to focus on the insights most relevant to a conversation, such as account highlights, key stakeholders, KPI progress, risks and blockers, expansion opportunities, strategic value achievements, relational health, or immediate actions. The agent also recognizes a wider range of natural phrasing, so you can request these insights without having to use specific prompts.

To support this, we've added new actions to the CS Account Intelligence topic, together with their corresponding custom actions.

For more information, see:

Streamline Customer Success Workflows with Expanded Actions in the Customer Success Agent

We've enhanced the Customer Success agent to give customer success managers (CSMs) more control over how playbook tasks are assigned. When a CSM asks the agent to assign a task to one or more named resources, the agent routes the assignment through playbook task assignments and reconciles the task's resources to exactly those named. It adds any that are missing and removes any that are no longer listed. CSMs can also set a task's resource role, such as Customer Success Manager, which the agent records as the job role responsible for the task, separately from the people it's assigned to. The agent can also find a playbook task by name or description, without needing its record details. To support this, we've added the Assign Playbook Tasks action and configured the agent to distinguish resource assignments from resource roles.

We've also expanded what CSMs can capture directly from the agent. When the agent generates an account summary, it now returns each section individually, so a CSM can save the complete summary, or an individual section such as the executive summary, to the account record as an AI summary. CSMs can also ask the agent to create an expansion opportunity for an account, turning a suggested opportunity into a record without leaving the conversation.

To improve reliability, we've reorganized the agent's topics so that requests route to the right action more consistently, and the agent now confirms any action that creates or updates a record before it runs.

For more information, see:

Unlock Account Insights with Date-Bounded AI Success Management Summaries

We've enhanced the Customer Success agent to let customer success managers log a CS activity in the conversation and then close the playbook tasks that the activity completed, without navigating away. After you log an activity for an account, the agent shows that account's open playbook tasks, recommends the one the activity most likely completed, and closes only the tasks you confirm. This keeps playbooks up to date in a single conversation, rather than as a separate task. To support this, we've added the CS Activity Intelligence topic and the Create CS Activity action to the CSC AI Agent Service.

Note:

The Customer Success agent never creates or closes a record without your confirmation. If the account has no open playbook tasks, the agent notifies you and takes no further action.

For more information, see:

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.