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Mary Ann Sin's Avatar

Mary Ann Sin

Joined Oct 19, 2023

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Last activity Apr 10, 2024

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ACTIVITY OVERVIEW

Latest activity by Mary Ann Sin

Mary Ann Sin commented,

CommentManaging Talk

Is it possible to have a trigger or some type of tagging added once the transcript is available to capture and report keywords?

View comment · Posted Mar 01, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

CommentUsing legacy AI agent functionality

If I select No to answer 'was this helpful' the below prompt appears. Where can I edit this since there is nothing to choose from currently?

I'm sorry, I didn't quite catch that. Could you please rephrase your question or select one of these options?

View comment · Posted Jan 18, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

Community commentZendesk AI EAP - Generative AI

I came here to ask the same question as Michael Yuen. This will help, especially when our leads are reviewing the interaction for quality assurance, to know if it was the tool or if the agent wrote the communication. 

View comment · Posted Jan 18, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

CommentUsing legacy AI agent functionality

What is a good way to measure how well this feature is performing? We are seeing a bit of drop off in chat tickets, but hesitant to consider this a win due to deflection. Any suggestion from the community would be fabulous. TIA!

View comment · Posted Jan 17, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

Community comment Feedback - Voice (Talk)

We've signed up for Gen AI for talk, which summarizes calls. Less than a week in, however, I did see a summary that provided the below image. This could potentially help.

View comment · Posted Jan 16, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

Community comment Feedback - Ticketing system (Support)

Q1 2024 is here and looking forward to focus mode for omni! Would appreciate being part of any beta testing, if it's available. 

View comment · Posted Jan 12, 2024 · Mary Ann Sin

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Mary Ann Sin commented,

Community comment Feedback - Voice (Talk)

This was a very useful feature Five9 had. Would encourage the team to get this basic functionality on the roadmap.

View comment · Posted Oct 30, 2023 · Mary Ann Sin

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