Intelligent triage and Intelligence in thecontext panelare two features that work together to automatically detect and display helpful context about customers’ tickets, along with recommendations on what agents should do next.
This article answers the following questions about intelligent triage and Intelligence:
What is it?
Intelligent triageis an AI-powered feature that automatically detects what a ticket is about (its intent), what language it's written in, and whether the customer's message is positive or negative (its sentiment). You can use this information to:
Intelligenceis the section within the context panel that shows an agent the ticket's intent, language, and sentiment, providing helpful context. The section also shows the top three most helpful macros, suggested based on the text of the ticket, which the agent can apply with a single click. |
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How does it work?
Watch the demo video below to see intelligent triage and Intelligence in action, or read on for an example.
Here's an example of how intelligent triage and Intelligence work together to help your team provide better and faster customer service:
- A customer submits a ticket他说这个项目ordered arrived damaged.
- Intelligent triage automatically tags the ticket with an intentofItem has problem or is damaged on arrivalfrom a prebuilt list of over 100 possible intents specific to your industry.
- The ticket is routed to the right teambecause of thetrigger you createdto automatically route and prioritize tickets about damaged items and theview you createdthat groups tickets by intent.
- The agent opens the ticket and uses the Intelligence sectionto quickly understand that the customer received a damaged item and needs a new one.
- The agent applies one of the suggested macrosto respond to the customer and help resolve the issue.
Why should I use it?
With intelligent triage and Intelligence, you can:
- Reduce ticket handling time by 30-60 seconds.Intelligent triage removes the need to read the ticket before assigning it to a category.
- Route and prioritize tickets automatically.Understand the customer’s intent and route the ticket to the right team the first time. Prioritize revenue drivers (like billing issues or requests from unhappy VIPs), ensuring agents are working on business-critical requests.
- Provide quick and efficient support.The Intelligence section quickly gives agents context about the ticket and lets them apply the right macro with one click, increasing efficiency and decreasing onboarding time.
- Use data to better understand your customers.Continuously improve how you deliver support, collaborate across departments, and identify areas of opportunity.
Who can use it?
Intelligent triage is available for customers whomeet these requirements. Customers who don't meet the current requirements canjoin the waiting list. Additionally, you can use the Intelligence section only if you use theAgent Workspace.
How do I enable it?
Youenable intelligent triagein the Admin Center. When you do, theIntelligence sectionautomatically begins appearing in tickets.
8 Comments
Is there a way to disable this function? We do not need this and it is cluttering up the UI. It is now the default panel that is open when opening a ticket so it requires extra clicks to navigate to the Interactions panel/ User Profile.
Is it possible to add additional Taxonomy values beyond the system defaults?
James,
It is not possible to add additional values. We will continue to train the models and add values as is appropriate. Customizing or adding intents is a feature request we're exploring at this time.
heyJake BantzorErin O'Callaghan
The video in this article is busted and showing a request access to view this video error. Can you please get this fixed so people can watch the vid in this article? :)
Best,
Amie
HiAmie Brennan!
Thanks for the heads up. I think it's fixed now. Can you try again?
HeyJake Bantz
Thanks so much! Looking good from my end now too. :)
嗯,没有办法湿草地我禁用功能s very odd
BetterMe LTD
Intelligent triage can be disabled via thesame settings page where the feature is activated.
Additionally if you want to disable the related intelligence context panel features, those can now be disabled via the admin center asdescribed here.
Pleasesign into leave a comment.