AI - Ticket Summarization should also Summarize Internal Notes
Currently the AI ticket summarization only summarizes public comments. Enabling this on all ticket comments would be extremely valuable (include internal notes). For our use case, we would want our tier 2 and above reps to be able to get a quick summary of our agents internal notes as opposed to reading every internal note in additional to the public comments summary. Without all the notes being summarized it does not give someone a clear picture of the entirety of the ticket.
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Thanks so much for the input Reshma Patel! I've tracked your feedback along with the enhancements for the summarization tool to help guide where we take it next.
Would you picture this as a separate summary for internal notes vs public conversation? Inclusive of all comments (internal and public)? Interested to hear how you picture the tool working for your use case.
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Jake Bantz I would image it as a combined summary, although having it separate wouldn't be the worst thing. Thinking about the use case, if a ticket was escalated to a tier 2 agent, they would need to understand what the customer reported as well as what the previous agent attempted. Therefore, one summary would be desired to give the tier 2 agent a full picture of the status of the ticket.
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Reshma Patel thanks for the fast response and input!
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This is very much needed in our use case as well!
For the same reasons Reshma explains; Our more experienced agents need to have the internal comment, potentially also side conversations included. This way the Summary will give the agents much time saved, and the entire dialogue on the ticket is included.
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