Exelab's AI Ticket Categorization app has just received an exciting upgrade, unlocking powerful new features designed to supercharge ticket segmentation and streamline your support management process.
Enhanced Ticket Categorization and Sentiment Analysis
The AI Ticket Categorization app categorizes tickets based on specific properties and detects customer sentiment, distinguishing between positive, negative, or neutral sentiment. Previously, the app only considered the ticket description property for assigning categories and sentiment. Now, with the latest update, the AI Ticket Categorization app analyzes all communication across various channels like email, forms, API Tickets, chat conversations, and even WhatsApp, providing a more thorough understanding of customer interactions than ever before.
This upgrade brings a multitude of benefits to your customer service team:
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Prompt issue identification: With accurate ticket categorization, your support teams can quickly identify issues related to specific products or services. This allows them to prioritize and address customer concerns efficiently, resulting in a smoother customer service experience.
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Deliver tailored content: Accurate ticket categorization enables you to provide relevant content to your customers. By understanding the nature of each ticket, you can offer tailored solutions and resources such as Knowledge Base articles or other support materials, thus enhancing the overall customer experience.
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Automate ticket assignment: Our new feature also allows you to automate ticket assignment, ensuring each ticket is directed to the appropriate team for efficient resolution. This streamlines ticket management processes, leading to improved response times and higher levels of customer satisfaction.
With these powerful new capabilities, our app empowers your customer service team to handle tickets more efficiently and effectively, ultimately elevating your overall customer service experience.
How to set your categorization properties
Setting up Category properties correctly is essential for maximizing the benefits of the AI Ticket Categorization app. When you select ticket properties to be used to categorize your tickets, ensure that properties are accurately defined and consistent with your ticket categorization needs.
To guarantee optimal performance of the app, make sure that the properties you choose meet the following criteria:
- Property name and description should be accurately configured to reflect the property values. This helps the AI accurately identify and assign the appropriate values.
- Carefully verify that property values are relevant to your situation. The use of inconsistent or generic values could compromise the accuracy of categorization, as artificial intelligence relies on the consistency and relevance of the provided information.
Smart tip: Make sure to include an "Other" option in your selected properties to prevent the property from being left empty if the app is unable to detect the appropriate value. In cases where an "Other" option is not available and categorization issues arise due to inappropriate values, the property will remain empty to maintain data integrity.
Ensuring consistency in the entered values is essential to achieve precise results and optimize the conversation analysis process. If issues persist, we encourage you to contact our technical support for personalized assistance.