AI Category Assistant

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.

The Prompt Editor

If necessary, you can also edit the prompt on which the AI Category Assistant is based. For example, you can add additional new categories via drag & drop. They will then immediately appear in the correct format in the prompt, while the existing categories remain unchanged. You can also use the Prompt Editor to add further details and contextual information to help the AI Category Assistant with categorization. Of course, you can also use the editor to remove certain categories from the AI categorization.

Important: Please note that you can add a maximum of 50 categories!

You must also keep the following in mind when editing the prompt:

• The ID of each category must remain unchanged, as the assistant uses this ID to find the correct category for the ticket. If you change the ID, the corresponding category will no longer be highlighted in the category tree displayed. This allows you to see that it is no longer part of the categorization and correct the error.
• The markers ##Categories Start## and ##Categories End## must be included. (##Categories Start## before the first category and ##Categories End## after the last category in the list). Be careful not to mention them again anywhere else.
• Every category in the list must follow the same structure.
• It is important that the AI only specifies the ID of the category, nothing else. Please do not change this behavior in the prompt, as otherwise the AI categorization will not work.
• If the AI does not recognize any suitable categories, it should display the word “uncategorized.” This prevents unnecessary incorrect categories from being assigned. Therefore, it is important not to change this behavior.

Tips from us:

• Don't describe the task in too much detail; keep it simple and clear. 
• A concise, unambiguous description of each category, along with a clear example, can help the AI better understand how to categorize individual messages. The generated prompt contains appropriate descriptions and examples, but you should improve them if necessary.
• Remember to save your changes. Only then will the new version become active for classifying future tickets.
• There is a custom role that allows categories to be deleted from a ticket, even if they do not belong to his/her team's categories. This is intended for cases where an AI category belonging to another team needs to be removed.