Question
Can AI agents scan and interpret attachments in conversations?
Answer
AI agents process only the text in conversations and tickets. The AI doesn't scan the attached files and media in conversations. However, these attachments are available in the ticket when the conversation is escalated for your agents to review.
For more information on AI agents, see the article Overview of AI agents.
1 comment
Rositsa Pavlova
Hi,
What happens if a customer uploads a file but the conversation isn’t escalated to an agent? Is there a way for managers to track whether an attachment was included during the customer’s interaction with the conversational bot?
Regards,
Rose
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