Intent, sentiment and language detection

With the Intent and sentiment feature on, ChaosDesk reads new tickets and works out:

• the intent: what the customer wants, such as a refund or a password reset;
• the sentiment: from Very negative to Very positive;
• the language the customer writes in.

The result is added to the ticket as tags, so triggers, views and reports can use it.

See the result

The Triage section of the copilot shows the classification. If the ticket is Not classified yet, choose Classify. ChaosDesk then says which tags it added.

When your ticket layout has the Intelligence pane, it shows the intent, sentiment, language and the confidence.

Use it

• Route: a trigger on the tag sends refund requests to the Billing group.
• Prioritise: a view of very negative tickets for a team lead.
• Report: break down tickets by tag in the report builder.
• AI agent: hand over certain intents or very upset customers to people.

Turn it on

Under Admin Center, Integrations, AI & translation, switch on Intent and sentiment, for all groups or the ones you choose.

Related

• Turn AI features on or off
• Customise the ticket layout