Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Switching intelligent triage on, then leaving it alone for two weeks before building anything on top of it.
Turn it on
- In Admin Center, click the AI icon in the sidebar.
- Select the classification you want: Topic, Sentiment or Language. Click Manage settings.
- Select Detect, and check the channels underneath. Web form, email and web service (API) are on by default, as are Web Widget, WhatsApp and Facebook Messenger. Social messaging and closed tickets are there to add.
- Repeat for the other two classifications. They are three separate settings, not one switch.
- Let it run on incoming tickets and look at what it produced after two weeks.
With the Copilot add-on all three are on already. Without it, all three start off. Detection itself runs from Suite or Support Professional upwards, but using the results in triggers, views and routing is what the add-on is for, so check which of the two you have before you plan a workflow around it.
Post-call transcripts can be classified too, if call transcription is on.
Do nothing for two weeks
No routing, no triggers, no views. Let the labels accumulate and then read them.
Building routing on labels you have not checked means discovering the accuracy problem through misrouted tickets, which is expensive and undermines confidence in the whole thing.
What to look at after two weeks
- Are the topics right? Open twenty tickets and compare the label with the content.
- Which topics dominate? Usually a surprise, and usually useful.
- What is labelled as other? A large group there means a topic is missing.
Then act on the accurate ones
Start with the topic that is both frequent and reliably labelled. One routing rule on one topic, watched for a week, before the second.
Tell agents what the new fields mean
They will see topic, language and sentiment on tickets. Explaining that these are automatic, sometimes wrong, and correctable turns a puzzling change into a tool they will improve.
Watch which channels you let in
The channel list is the scope you control. A channel where people write two words produces topics worth little, and it drags down what you see across the board. Start with the channels carrying real sentences, and add the rest once you trust the labels.
Comments
0 comments
Article is closed for comments.