Natasha Alkimos

Currently the AI functionality does not work on internal notes. 

Our internal stakeholders (Sales team) are set up as Light Agents and all their emails come through as internal comments. Their emails are often escalations, complex enquiries or both, which is why their queries are routed to a priority queue-line. The capability of the AI offering would be far more beneficial in this space, compared to other end user tickets where the queries are not as complex. 

Having the AI include internal notes would help us to quickly summarise what is often a VERY long email trail into one succinct paragraph. This will help empower our staff to get answers quicker. 

We have a Knowledge Centre that can be leveraged by the AI to help answer these complex queries, however this is not an option currently. 

In the last financial year to date, the median resolution time for these priority tickets (where the end user is a Light Agent) was 8 minutes, and this is only capturing active time within the ticket. With non-priority email tickets the median resolution time was 3 minutes.