Question
Can I leverage intent and sentiment in a procedure?
Answer
Yes, you can use intent and sentiment to create procedures for auto assist to guide agents to resolve customer requests. Auto assist can suggest replies or actions without mapping specific procedures to intents or ticket metadata. It understands the customer’s request and matches it to an existing procedure if an admin has created one for that topic.
To add intent and sentiment to the auto assist procedure:
- Open Knowledge > Add > Procedure
- Add a name for the procedure
- Click the + button to insert actions
- Select Standard actions > Change field 'Intent' or Change field 'Sentiment'
- Click Publish
For more information, check this article: Creating procedures for auto assist.