Automatically detecting customer intent, sentiment, and language

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Automatically detect customer intent, sentiment, and language in support tickets using AI. Configure these settings to gain insights into customer inquiries, helping you improve ticket routing, prioritization, and deflection. Customize detection for different communication channels and exclude specific tickets if needed. After setup, enhance your triage by creating entities and adjusting settings for a better agent experience.

Intelligent triage uses artificial intelligence (AI) to automatically analyze new support tickets by predicting customer intent, sentiment, and language, and enriches tickets with actionable details, such as product names.

You can use this information to identify and display helpful context about your incoming tickets. Additionally, you can improve your workflows by incorporating AI detections to more precisely deflect, route, and prioritize tickets.

This article describes how admins configure intelligent triage intent, sentiment, and language detection settings. To configure entity detection, see Detecting unique information in tickets with entities.

This article contains the following topics:

• Configuring intent settings for intelligent triage
• Configuring sentiment settings for intelligent triage
• Configuring language detection settings for intelligent triage
• Next steps

Related articles:

• Configuring intelligent triage for the agent experience

Configuring intent settings for intelligent triage

Intents are predictions about what each ticket is about. You can configure intent settings in Admin Center.

By default, intent detection is turned on. To turn off intent detection, see Turning off intent detection.

To configure intent settings

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. Click Manage Settings.
3. To update a ticket's intent based on the latest end user message in a conversation, click the checkbox under Dynamic detection.

   

4. Under Channels, configure the channels you want to detect intent:
   • For Email and async channels, click the drop-down, then select or deselect the channels.

     The Web form, Email, and Web service (API) channels are selected by default. If you create tickets via channel integrations, select Social Messaging.

   • For Messaging channels, click the drop-down, then select or deselect the channels.

     The Web Widget, WhatsApp, and Facebook Messenger channels are selected by default.

     Selecting any one of the Web Widget, iOS SDK, Android SDK, or Native Messaging channels automatically selects all four channels together.

   • Select the Voice checkbox to detect intent on post-call transcripts.

     

     Call transcription must be turned on and transcripts must be shown on tickets for intent to be detected on the voice channel.

5. To exclude email and messaging tickets from intent detection, click the checkbox under Exclusion conditions.

   

6. Click Save.

Configuring sentiment settings for intelligent triage

Sentiments are predictions about how the user feels about their request. You can configure sentiment settings in Admin Center.

By default, sentiment prediction is turned on. To turn off sentiment prediction, see Turning off sentiment prediction.

To configure sentiment settings

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Sentiment.
2. Click Manage Settings.
3. Select the checkbox under Dynamic detection to update a ticket's sentiment based on the latest end user message in a conversation.

   

4. Under Channels, configure the channels you want to predict sentiment:
   • For Email and async channels, click the drop-down, then select or deselect the channels.

     The Web form, Email, and Web service (API) channels are selected by default. If you create tickets via channel integrations, select Social Messaging.

   • For Messaging channels, click the drop-down, then select or deselect the channels.

     The Web Widget, WhatsApp, and Facebook Messenger channels are selected by default.

     Selecting any one of the Web Widget, iOS SDK, Android SDK, or Native Messaging channels automatically selects all four channels together.

   • Select the Voice checkbox to detect intent on post-call transcripts.

     

     Call transcription must be turned on and transcripts must be shown on tickets for sentiment to be detected on the voice channel.

5. To exclude email and messaging tickets from sentiment prediction, click the checkbox under Exclusion conditions.

   

6. Click Save.

Configuring language detection settings for intelligent triage

Language is a prediction of what language the ticket is written in. You can configure language detection settings in Admin Center.

By default, language detection is turned on. To turn off language detection, see Turning off language detection.

To configure intelligent triage language settings

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Language.
2. Click Manage Settings.
3. Under Channels, configure the channels you want to detect language:
   • For Email and async channels, click the drop-down, then select or deselect the channels.

     The Web form, Email, and Web service (API) channels are selected by default. If you create tickets via channel integrations, select Social Messaging.

   • For Messaging channels, click the drop-down, then select or deselect the channels.

     The Web Widget, WhatsApp, and Facebook Messenger channels are selected by default.

     Selecting any one of the Web Widget, iOS SDK, Android SDK, or Native Messaging channels automatically selects all four channels together.

   • Select the Voice checkbox to detect intent on post-call transcripts.

     

     Call transcription must be turned on and transcripts must be shown on tickets for language to be detected on the voice channel.

4. To exclude email and messaging tickets from language detection, select the checkbox under Exclusion conditions.

   

5. Click Save.

Next steps

After you've configured intent, sentiment, and language detection features, it's recommended that you finish setting up intelligent triage by:

• Creating entities to detect unique information in tickets.
• Configuring intelligent triage settings for the agent experience.