Enable reporting on AI feature usage
Posted Jan 02, 2024
Overview
We'd benefit from being able to report on which tickets used which AI features like text expansion and tone shift.
User Stories
As a customer service manager, I want to use Explore to compare metrics like CSAT and Handle Time based on different AI Features used so that I can understand the effectiveness of those features.
As a customer service QA analyst, I want to see if an agent used AI text-editing features so I can better educate agents who sent a suboptimal response.
Latest Impact
Some leaders on our team had hesitations about enabling the EAP without the ability to identify which tickets used these AI features.
Workarounds
Our best workaround would be to have agents use macros/tags when using AI features to help us track usage. We do not currently plan to do that due to the additional effort it would require.
Ideal Solution
- When viewing ticket events, below comments, there's a display of AI text-editing features used for the comment. This would solve the use case of a QA user needing understand AI usage for a specific ticket.
- In Explore, there are attributes for AI feature usage that we could use to filter metrics by. I'm not sure if the best structure for this would be a Ticket Field Change in the Ticket Updates dataset or something else.
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