Verified AI summary ◀▼
View and update ticket predictions for intent, language, and sentiment to gain insights and context for resolving customer requests faster. Use the ticket properties panel or ticket header to see these predictions and adjust them if needed. Access the update history in the ticket's events to track changes. This feature helps you understand customer needs and improve response quality.
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.
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Viewing and updating intelligent triage predictions in tickets
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 and Intent confidence: A prediction of what the customer is asking about and how likely the prediction is correct. Confidence is either High, Medium, or Low.
- Language and Language confidence: A prediction of the language the ticket is written in and how likely the prediction is correct. Confidence is either High, Medium, or Low.
-
Sentiment and Sentiment confidence: A prediction of how the
customer feels about their request and how likely the prediction is
correct. Confidence values include:
- Very positive: The message likely contains strong positive words (like “brilliant” or “perfect”), positive words modified by intensity adverbs, or multiple positive sentences.
- Positive: The message likely contains phrases expressing gratitude, or one to two positive sentences.
- Neutral: The message likely contains factual statements without additional negative quantifiers (like “any” or “always”), or a mix of positive and negative statements.
- Negative: The message likely contains phrases expressing frustration, complaints containing negative words, or repetition of the same dissatisfaction.
- Very negative: The message likely contains strong negative words, capitalized text, multiple exclamation marks, or multiple negative phrases.
- (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 intent and sentiment predictions update 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 and sentiment 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 intent and sentiment update history
You can view a ticket's intent and sentiment 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 intent or sentiment, the events display the system update with the previous intent or sentiment and the new intent or sentiment, after the end user last commented.
