[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, shipment, or customer account ...

Request: Enhance the “similar conversation” feature to allow users to search for or automatically identify similar conversations based on specific entities within their domain. Entities can include topics like ticket numbers, customer inquiries, order numbers, shipments, invoices, and more. This could be either

• by giving users control over defining what “similar conversations” should be based on,

• providing a more precise search for similar conversations,

• improving the default settings to better recognize conversations centered around the same specific entity.

Benefit/Impact: This enhancement will make the “similar conversation” feature more relevant and useful by focusing on more specific matches related to user-specific entities. It will streamline the process of finding relevant conversations, improve the efficiency of teams, and lead to quicker resolutions by ensuring that agents have access to all related discussions on a particular topic or entity.