The AI Category Assistant allows you to automate the categorisation of your inbox tickets. Using artificial intelligence, it assigns categories based on the content of your tickets. This allows you to manage your community more efficiently and keep track of which topics or campaigns are receiving the most comments, or how many support requests are coming in via social media.
Once the AI Category Assistant has been activated in the features, you will find it in the AI section of the settings. It is available as part of the Enterprise package.
How does the AI category assistant work?
The AI category assistant is based on OpenAI GPT and analyses the last 750 tickets and learns from the ticket texts and the categories already assigned which categories are applied and when. Category descriptions help to provide additional context, but are not sufficient on their own.
The AI only assigns categories when it is certain that they are appropriate. If no category is assigned, it means that no clear assignment could be made. The categories assigned by the AI are visually marked and you can remove them at any time if they are not appropriate.
FAQs
Can I use the AI category assistant even if I'm just getting started with Inbox Categories?
You don't need to manually categorise thousands of tickets to get started. However, you should have a small base to work with. Make sure that each of your Inbox Categories has a description and at least a few tickets assigned to it. Then start the AI categorisation. Check the results and correct tickets where the AI categorisation is not quite right. After a few days, you can perform another AI categorisation. The results should now be even better.
Is the AI Category Assistant compatible with Smart Rules?
Yes, the AI Category Assistant is compatible with Smart Rules, including those that assign or require inbox categories.
If you use a Smart Rule to assign inbox categories and the Smart Rule and the AI Category Assistant assign two different categories, both will be applied. If they want to assign the same category, the AI categorisation ‘wins’ and the result is displayed as ‘AI category’.
AI categories also work with the Smart Rule ‘contains category tag(s)’. Since AI categorisation takes effect first, the Smart Rule is triggered afterwards.
Does AI categorisation also work for team-specific categories?
Yes, all created categories are accessible to the AI, but team-specific categories can only be removed by authorised team members.
If I manually remove AI categories from tickets, does the AI learn from this?
No, learning is based solely on the categories originally assigned to past tickets.
Can I remove AI categories?
Yes, AI categories can be removed just as easily as regular categories with a single click. There is also a bulk action to remove all AI categories.