Task Intelligence for Customer Service offers several AI capabilities such as language detection, multilingual email and case categorization, case sentiment analysis and document intelligence that can be configured through a business user-friendly administrative console. These capabilities automate several routine tasks across the case lifecycle while enabling agents to focus on complex case resolution.
- Case categorization to automatically fill or recommend values for case fields based on content in subject/short description, body/long description, and attachments.
- Case sentiment analysis to detect initial and ongoing case sentiment.
- Document Intelligence to extract relevant pieces of information from attachments and auto-populate appropriate case fields.
- NOTE: Please install the Document Intelligence plugin separately if you meet entitlement requirements.
- Document Classifier to categorize incoming documents and route them to the right service desk.
- Language detection to detect the language of incoming cases.
- Admin console to configure the above AI solutions.
- CSM similarity models to support similar case recommendations.
New:
- Improve the model performance by identifying the dependent fields in a model before displaying the predicted values.
- Predict configured interaction record fields when the user tabs out from fields such as short description and description.
- Receive recommendations for similar open and closed cases that are automatically trained and deployed.
- Install the major issue management plugin and activate major issues to get major case recommendations.
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Required plugins and products: Predictive Intelligence for Customer Service Management (com.snc.csm_ml).
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App dependencies: com.sn_ti_admin, com.snc.recommended_action_advanced
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Properties that need to be created or set to activate the content pack:
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Categorization
Note: Properties and Flows are activated through admin experience.
Property
sn_csm_ml_task.case.categorization.mlpredictor.enabled
Flows
Task Intelligence
Task Intelligence Case Update
Sentiment
Note: Properties and Flows are activated through admin experience.
Property
sn_csm_ml_task.case.sentiment.mlpredictor.enabled
Flows
Task Intelligence
Task Intelligence Case Update
Task Intelligence Inbound Email Reply
Inbound Email Action
Predict Sentiment for Cases
Language Detection
Note: Properties and Flows are activated through admin experience.
Property
sn_csm_ml_task.case.language.mlpredictor.enabledFlow
Task Intelligence Case Language Detection
Document Intelligence
Note: Properties and Flows should be activated manually by the Task Intelligence Admin.
Property
sn_csm_ml_task.case.docintel.mlpredictor.enabled
Flows
Task Intelligence DocIntel Create Task
Task Intelligence DocIntel Process Extracted Values
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