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Pete Holborow
Joined Aug 15, 2023
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Last activity Nov 27, 2023
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Latest activity by Pete Holborow
Pete Holborow commented,
The tone just doesn't really fit the rest of the answer and tone I'm going for. I'd prefer to be able to customise it to be a little more appropriate for our use case (medical related questions).
View comment · Posted Nov 27, 2023 · Pete Holborow
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Pete Holborow commented,
THIS is the EAP I've been waiting for. I could spend less time learning how to use Explore custom metric syntax and more time analysing what I care about.
Some suggested prompts:
- What % of our tickets have negative or very negative sentiment with a high or medium confidence rate?
- Are my 1st line agents performing at a similar rate?
- Are any of my agents picking certain types of tickets preferentially?
- What root causes (one of our custom fields) cause the most negative sentiment
- Which agent uses the most macros?
- Please follow this branding guide :link: and make this dashboard fit our brand
- How many tickets are being deflected by the various tools we have in place (bots, guide suggestions etc)
View comment · Edited Nov 24, 2023 · Pete Holborow
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Pete Holborow commented,
Thank you Daniel Aron. Follow up question, where can I edit the "knowledge is power" message? I can't find that text anywhere in the settings.
View comment · Posted Nov 24, 2023 · Pete Holborow
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Pete Holborow commented,
Is there a way to ignore selected articles based on labels?
We have articles for both clients and providers on our help centre. The longer term plan is to split this into two different help centres but for now I'd like to only generate articles that apply to clients.
View comment · Posted Nov 10, 2023 · Pete Holborow
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Pete Holborow commented,
Thank you, that's useful to know. We probably won't have the extra time to change intents if the system isn't learning from them - but great to know that it's on the roadmap for improvements.
View comment · Posted Sep 21, 2023 · Pete Holborow
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Pete Holborow commented,
Have just enabled this and am excited about the potential. I've noticed that a few tickets are coming through with what I would consider the wrong intent. I see that it's possible to pick a different intent from the Intelligence panel.
My question is - does the system learn from these adjustments so that it better categorises our tickets moving forwards?
View comment · Posted Sep 11, 2023 · Pete Holborow
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