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AI tagging

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[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
3 days ago in AI tagging / CSAT 0 Backlog

AI to "understand" images (summary, similar conversation, tagging, suggested replies & AI answer ...)

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...
3 days ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

[core] AI tagging suggestion mode

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

[activation] Retroactive AI Tagging

Apply sentiment tags retroactively to previous conversations once properly trained.
3 days ago in AI tagging 0 Backlog

[scope] AI tagging for individual inboxes

No description provided
about 2 months ago in AI tagging 0 Backlog

[core] AI tagging rule to support more triggers (e.g move, new inbound conversations)

Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...
about 1 month ago in AI tagging 0 Planned

[accuracy] AI tagging accuracy improvements (more training, negative/positive reinforcement, audit ...)

Suggest negative reinforcement for AI tagging (either raising it to the admin or training the AI) Suggest good examples of conversations that should have the tag Allow to train on more than 10 tags How to audit/re-validate samples for a given tag
6 months ago in AI tagging 0 Backlog

[activation] Convert existing tagging rule to an AI tagging rule

This would be a helpful feature that would prevent the need to create new rules.
about 1 month ago in AI tagging 0 Backlog

[scale] Increase AI tag limit (allow more than 10 per inbox)

We should increase or ultimately remove the limit of 10 AI tags per inbox to allow Support teams to unlock more automated workflows and accelerate deflection. Support team uses dozens/hundreds of tags to categorize Support inquiry possible, so onl...
6 months ago in AI tagging 0 Planned

[channel] AI tagging on more channel types (SMS, chat, custom channels ...

Ability to set up AI tagging on more channels like SMS conversations, chat, social, whatsapp, custom channels
6 months ago in AI tagging 0 Backlog