AI
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VOTE
[action] AI answer for KB to support multiple KBs
Situation Description: Currently, users can only search for answers in a single knowledge base (KB) at a time. This limitation requires users to know which specific KB contains the relevant information, and if they don’t, they must manually search...
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Backlog
2
VOTE
[action] Automatic AI Translation for Inbound and Outbound Messages
Situation Description: Currently, AI translation for inbound and outbound messages requires users to manually trigger the translation. This adds extra steps and actions that slow down their workflow, especially for users handling conversations in ...
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Backlog
1
VOTE
1
VOTE
[activation] Option to stop the daily email notification
Situation When admins are setting up an AI tagging rule, they receive daily email notifications informing them of new message samples that need validation. However, in cases where they either do not complete the training process or no longer requi...
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Backlog
2
VOTE
[context] Ai tagging based on entity in conversation (date, duration, amount...)
Situation & Request Wish to tag based on non-semantic values such as dates, amounts, and durations. Currently, the AI Tagging tool is not equipped to detect and apply tags based on these structured data types. Potential Solution Invest in enti...
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Backlog
1
VOTE
1
VOTE
[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….
The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
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Planned
4
VOTE
[accuracy] Similar conversation based on a more specific entity (inquriy, ticket, order, shipment ...)
Situation: The current “similar conversation” feature in Front is based on semantic proximity. This approach can be inefficient, especially when users need to find conversations related to specific entities like a ticket number, order number, ship...
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Backlog
7
VOTE
[context] AI answer for chat to support multiple KBs as source of knowledge
Situation: Currently, AI Answer for Chat only supports a single knowledge base, limiting its ability to draw from multiple sources of information. In scenarios where knowledge is spread across several external public knowledge bases, users cannot ...
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Backlog
5
VOTE
[context] AI compose with a prompt and message template
Situation: Users need to respond quickly to messages, especially when dealing with simple inquiries. While the Suggested Reply feature is useful, it can be difficult to control the exact content or appropriateness of the response, and it doesn’t s...
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Backlog