Intelligent triage automatically detects and displays helpful context about customers’ tickets.
This article answers the following questions:
What is intelligent triage?
Intelligent triage is an AI-powered feature that automatically detects what a ticket is about (its intent), what language it's written in, and whether the customer's message is positive or negative (its sentiment). You can use this information to: |
![]() |
How does intelligent triage work?
Watch the demo video below to see intelligent triage in action, or read on for an example.
Intelligent triage demo (2:05)Here's an example of how intelligent triage helps your team provide better and faster customer service:
- A customer submits a ticket saying that the item he ordered arrived damaged.
- Intelligent triage automatically tags the ticket with an intent of Item has problem or is damaged on arrival from a prebuilt list of possible intents specific to your industry.
- The ticket is routed to the right team because of the trigger you created to automatically route and prioritize tickets about damaged items and the view you created that groups tickets by intent.
- The agent opens the ticket and uses the intent prediction to quickly understand that the customer received a damaged item and needs a new one.
- The agent applies one of the suggested macros to respond to the customer and help resolve the issue.
Why should I use intelligent triage?
With intelligent triage, you can:
- Reduce ticket handling time by 30-60 seconds. Intelligent triage removes the need to read the ticket before assigning it to a category.
- Route and prioritize tickets automatically. Understand the customer’s intent and route the ticket to the right team the first time. Prioritize revenue drivers (like billing issues or requests from unhappy VIPs), ensuring agents are working on business-critical requests.
- Provide quick and efficient support. Intelligent triage predictions give agents quick context about the ticket, increasing efficiency.
- Use data to better understand your customers. Continuously improve how you deliver support, collaborate across departments, and identify areas of opportunity.
Who can use intelligent triage?
Intelligent triage is available for customers who meet these requirements.
How do I turn on intelligent triage?
You can turn on intelligent triage in Admin Center.
13 comments
Saren Black
Is there a way to disable this function? We do not need this and it is cluttering up the UI. It is now the default panel that is open when opening a ticket so it requires extra clicks to navigate to the Interactions panel/ User Profile.
0
James Molina
Is it possible to add additional Taxonomy values beyond the system defaults?
0
Jake Bantz
James,
It is not possible to add additional values. We will continue to train the models and add values as is appropriate. Customizing or adding intents is a feature request we're exploring at this time.
0
Amie Brennan
hey Jake Bantz or Erin O'Callaghan
The video in this article is busted and showing a request access to view this video error. Can you please get this fixed so people can watch the vid in this article? :)
Best,
Amie
0
Jake Bantz
Hi Amie Brennan!
Thanks for the heads up. I think it's fixed now. Can you try again?
0
Amie Brennan
Hey Jake Bantz
Thanks so much! Looking good from my end now too. :)
0
Tommy
Well, there's no way to disable the feature wich is very odd
1
Jake Bantz
Tommy
Intelligent triage can be disabled via the same settings page where the feature is activated.
Additionally if you want to disable the related intelligence context panel features, those can now be disabled via the admin center as described here.
0
Pete Holborow
Have just enabled this and am excited about the potential. I've noticed that a few tickets are coming through with what I would consider the wrong intent. I see that it's possible to pick a different intent from the Intelligence panel.
My question is - does the system learn from these adjustments so that it better categorises our tickets moving forwards?
0
David Falé
Hi Pete Holborow
It doesn't learn directly from agent feedback at the moment, but the model keeps evolving indirectly through our regular updates.
This means that any intent changes will only be reflected in your internal reporting. We are working to track these changes and learn from them in the first half of 2024.
0
Pete Holborow
Thank you, that's useful to know. We probably won't have the extra time to change intents if the system isn't learning from them - but great to know that it's on the roadmap for improvements.
0
Bernard Aguirre
Hi there!
I'm trying to pull together a little introduction to Intelligent Triage for the agents (not those of us that are helping to setup etc). I tried searching and am not finding information that focuses on content for the agents themselves.
Apologies if I've missed anything (nothing has come up easily to the top of the search results). Is there such content?
0
Dainne Kiara Lucena-Laxamana
Hi Bernard Aguirre
We do have a Youtube tutorial for our Intelligent Triage which would also walk both agents and admins on the tool. Here's the link! Hope this helps!
0