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Use an unpublished KB for suggested replies

It is not possible to publish SOPs an external website for confidentiality reasons so it would be nice to have the ability to utilized suggested replies from an internal, unpublished knowledge base
23 days ago in AI / AI suggested replies (auto draft) 1 Backlog

AI tagging to support a default "other" tag

"Other" tag: It would be nice that if the AI tagging couldn't find a matching tag, that it would automatically apply an "Other" category tag. That allows up to review and account for new categories or potentially a need to re-train the AI tags. Po...
16 days ago in AI / AI tagging 0 Backlog

AI suggested replies to include knowledge base source link in the draft

Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...
16 days ago in AI suggested replies (auto draft) 0 Backlog

Accelerate the training of AI tagging

The training of AI tagging takes too much time because it doesn't have enough sample messages to review.
17 days ago in AI / AI tagging 0 Backlog

AI Compose with attachments

Allowing AI compose to have context with attachments, including PDFs.
3 months ago in AI / AI compose / Attachments / Compose - write efficiently with quality 0 Backlog

Convert existing tagging rule to an AI tagging rule

This would be a helpful feature that would prevent the need to create new rules.
18 days ago in AI / AI tagging 0 Backlog

AI Answers accuracy improvement based on incorrect answers

Export a report that contains only questions & answers that AI answered incorrectly to improve AI answers by for example: Allowing admins to modify help center articles as needed to help AI answer more accurately. Allowing admins to tweak thei...
about 2 months ago in AI / AI answer for chat 0 Backlog

AI features to leverage All Front Conversation History

Leverage past email history for AI Answers/AI Suggested Replies/AI compose. Past email conversations are a good source of knowledge to reduce product / general inquiries because: Doesn't required to be structured in a specific format Compared to a...
4 months ago in AI / AI knowledge / AI suggested replies (auto draft) / Chatbots 0 Backlog

AI suggested replies (Auto-draft) for chat

Same as auto-draft with AI for emails, but for chat
about 2 months ago in AI / AI suggested replies (auto draft) / Live Chat 0 Backlog

AI auto-reply for email (AI Answers for email)

Replying automatically to simple email requests, without having a human in the loop
about 1 month ago in AI / AI suggested replies (auto draft) 0 Backlog