Verified AI summary ◀▼
View and update intelligent triage predictions like intent, language, and sentiment within a ticket to gain context and address customer requests faster. You can adjust these predictions if they’re inaccurate. Check the ticket header for intent and sentiment, and review the update history in the ticket's events. Note that changes don't retrain the machine learning model.
From within a ticket, you can see the ticket’s predicted intent, language, and sentiment. This information comes from intelligent triage and gives you additional context about the ticket to help you resolve the customer’s request more quickly.
This article contains the following topics:
Viewing and updating intelligent triage predictions in the ticket properties panel
The ticket properties panel within a ticket shows the intelligent triage predictions. From here, you can change a ticket’s intent, language, or sentiment if the original prediction isn't accurate.
To view intelligent triage predictions within a ticket
- In the Agent Workspace, open any ticket.
- In the ticket properties panel on the left, view the following ticket
fields:
- Intent: A prediction of what the customer is asking about in the ticket.
- Intent confidence: How likely it is that the intent prediction is correct.
- Sentiment: A prediction of how the customer feels about their request.
- Sentiment confidence: How likely it is that the sentiment prediction is correct.
- Language: A prediction of what language the ticket is written in.
-
Language confidence: How likely it is that the language
prediction is correct.
- (Optional) To change any of the values, click the appropriate field and
select a new value from the drop-down list.
Most intelligent triage predictions are based on a ticket’s first message only. Any updates you make to these fields should still be based on the first message. Additionally, updating these fields doesn't train the machine learning model responsible for intelligent triage.
If configured by an admin, the sentiment prediction updates based on the latest message from the end user. You can make updates based on their latest message.
Viewing and updating a ticket's intent in the ticket header
If configured by an admin, you can also view the intent and sentiment in the ticket header.
To view a ticket’s intent and sentiment
- In the Agent Workspace, open any ticket.
- In the ticket header, view the intent and sentiment.
You can hover over it to see the full text if necessary.
- (Optional) To change the intent or sentiment, click the current value and
select a new value from the drop-down list.
Viewing a ticket's sentiment and intent update history
You can view a ticket's sentiment and intent update history from the ticket's events.
- In the Agent Workspace, open any ticket.
- Click the events icon (
) in the conversation header.If there have been updates to the ticket's sentiment or intent, the events display the system update with the previous sentiment or intent and the new sentiment or intent, after the end user last commented.
