Email classification AI - to understand Category 2 and if nothing on Category 3 - use Category 2 + Triage as a default category, rather than defaulting it to connector routing
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Navaneeth Kumar S
As a user working on ticket, I would like to have an incoming email classified based on just category 2 and if it does not identify anything in Category 3, then it should make sure it is falling under identified Category 2 Triage bucket
Example: we are having offices as cat 2
So the incoming can have the information of Cat 2 - but doesn't real have the value of Cat 3
So to default it - we should consider a Cat 2 Triage if it is defined and use that to categorize, rather than default it to Connector level triage
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Claudine Richardson
Hey Navaneeth Kumar S, thanks for your feedback! I have a few more questions for you:
- Can you provide examples of emails that fall under Category 2 but not Category 3?
- How often do emails default to Connector level triage instead of Category 2 Triage?
- What specific criteria should be used to identify emails for Category 2 Triage?
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Navaneeth Kumar S
Claudine Richardson
- as said we use offices as Category 2, so if I have office details and not the exact service details as in Category 3
- We have multiple offices using one single connector - so the classification of work is done at Category 2 and it is quite often
- If AI has identified Category 2 and nothing in Category 3 - you should consider Category 3 Triage as a default path and not what is on Connector
Hope this helps and this is a priority one for us, as we have some departments going live soon and this can help to save them additional dispatcher resource who will need to monitor the main default queue