When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or...

When a customer chat is initiated, Einstein Service Replies provides generative AI replies or draft emails based on recommended Knowledge articles. This feature uses the information from the Salesforce Knowledge base to generate responses that are relevant to the customer's query, improving the efficiency and accuracy of customer support interactions.

Option B is correct because Einstein Service Replies is responsible for generating AI-driven responses based on knowledge articles.

Option A (Einstein Reply Recommendations) is focused on recommending replies but does not generate them.

Option C (Einstein Grounding) refers to grounding responses in data but is not directly related to drafting replies.

References:

Einstein Service Replies Overview: https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies.htm