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Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
3 months ago in AI / Insights / Workflows 0 Backlog

[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 ...
11 months ago in AI / AI answer for chat 0 Backlog

Proactive QA (AI Seatbelt)

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...
9 months ago in AI / AI angel (QA before sending) / AI insights / Composer / Manage conversation content 1 Backlog

[customize] AI suggested replies and Ask your KB to conserve links in their answer

Today, Suggested Reply and Ask your KB are not keeping the links present inside their sourced KB article, in their answer. As a result users lose efficiency by having to find the source material and copy the link. The request is to keep the links ...
7 months ago in AI / AI answer for KB (Ask your KB) / AI suggested replies (auto draft) 0 Backlog

[channel] AI Compose for SMS, Chat, custom

No description provided
about 2 years ago in AI / AI compose 3 Planned

[channel] AI suggested replies on more channel types (SMS, chat, custom..)

Same as auto-draft with AI for emails, but for chat and SMS or others TBD
about 1 year ago in AI / AI suggested replies (auto draft) / Live Chat 0 Planned

Use AI to generate Knowledge Base (KB) materials like FAQ or new articles

Use frequently asked questions from emails or conversations to generate an actual FAQ for the front Knowledge Base. Use email context to identify gaps in content and generate articles using AI.
almost 2 years ago in AI / AI knowledge / Knowledge Base 0 Backlog

Can using AI Compose automatically tag that conversation?

The use case is to have that context of whether AI was used when interpreting Smart QA results.
about 2 months ago in AI compose 0 Backlog

[context] AI suggested replies to use message templates as a context

Teams who don't have a KB, store their Knowledge in Message Templates. It would be helpful to have Suggested Replies look through existing message templates
12 months ago in AI / AI knowledge / AI suggested replies (auto draft) 0 Backlog

[core] AI tagging suggestion mode

No auto-tag, but being able to see the suggestions so the team can validate before tagging
12 months ago in AI / AI tagging 0 Backlog