OpenAI integration Feedback- Week 1

1 Comments

  • Kellie Hay

    PROS

    Summary

    Works well with shorter ticket threads that are less complex and have fewer CCs 

    Language

    - Great tool for those who struggle with a customer centric language 

    - Good when macros are not suitable and a unique response specific to the customer is required  

    - Improves response structure 

    CONS

    Language

    - Some suggestions can be too casual or too formal and therefore don't quite suit the tone of the conversation

    - There can be repeated sentiment in the sentence structures

    Summary

    - Misses some vital parts of the ticket 
    - Continuously creates summary of entire ticket not just the most recent response 
    - The longer the ticket the more inaccurate the summary, making it unclear the action required. Due to this the agent is still required to read the entire ticket before determining what action to take.
    - On complex/longer tickets with side conversations, CCs & BCCs it does not consistently correctly identify the customer

    - Not a feature for side conversations 

    0

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