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AI tagging

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[accuracy] Option to reuse the message samples used for training after a tag deletion

Case: after tag deletion Situation: Currently, when an admin deletes an AI tag from an AI tagging rule, the associated message samples used for training are also removed. If the admin wishes to add the tag back, they must go through the process of...
about 1 month ago in AI / AI tagging 0 Backlog

[scale] AI tagging for individual inboxes

No description provided
4 months ago in AI / AI tagging 0 Backlog

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

Actions requests from the admin to improve the accuracy Guidance to write good tag description Suggest negative reinforcement for AI tagging (either raising it to the admin or training the AI) Let user flag good examples of conversations that shou...
8 months ago in AI / 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
2 months ago in AI / AI tagging 0 Backlog

[context] 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...
2 months ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

[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...
2 months ago in AI / AI tagging / CSAT 0 Backlog

[scale] Allow multiple AI tagging rules to be applied to one inbox

I would like to be able to AI tag messages by topic and sentiment in one inbox.
4 months ago in AI / AI tagging 1 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...
4 months ago in AI / AI tagging 0 Planned

[activation] Shared AI training for same tag across AI tagging rules

Situation: when I want to create an AI tagging rule for multiple inboxes, all using the same tag (e.g., VIP), I have to train the AI, by reviewing message samples, separately for each rule, even though it's the same tag. Request: Streamline the pr...
2 months ago in AI / AI tagging 0 Backlog

[activation] 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.
4 months ago in AI / AI tagging 0 Backlog