Boost Ticket Processing using AI
In this guide we will cover: – Use AI to Generate automatic user responses – Sending auto-generated responses automatically – Improve Agent responses with AI – Previewing responses -Thank you detection Related Guides: AI Acknowledgement Emails AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate […]
Connecting AI to Halo
In this guide we will cover: – How to connect AI to your Halo instance – AI Functionalities Before AI can be leveraged in your Halo instance you will first need to set up an AI connection. In this guide we will run through how to connect your Halo to various AI models. For the […]
AI Insights
In this guide we will cover: – What are AI insights? – Configuring AI insights – Sentiment Analysis & Emotion Detection – See AI insights when hovering over a ticket – AI Suggested Category What are AI insights? AI insights use AI to analyse a ticket to give further insights into the ticket, such as […]
Virtual Agents in the Chat Bot
In this guide we will cover: – What are Virtual agents in Halo? – Functions of Virtual Agents – Using Virtual Agents – Creating a new virtual Agent – Plugging a Virtual Agent into a Chat Profile – Custom Functions (against the chat profile) – Customising Virtual Agent functions – Disable System functions – Restrict […]
AI Suggestions (Tickets and Articles)
In this guide we will cover: – Ticket matching – AI Ticket suggestions – AI Article suggestions Before configuring AI functionality ensure you have first configured your AI connection, see our guide on how to do this here. AI can be used to match a ticket to an existing ticket in your database and suggest […]
AI Article Creation
In this guide we will cover: – Configuring KB Articles to be Created by AI – Trigger using an action – Trigger using an event Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This […]
AI Surveys
In this guide we will cover: – What are AI Surveys and how to set them up The AI-powered survey functionality can analyse ticket data to estimate the satisfaction score and potential comments a user might give, based on the interaction between the user and the agent. This provides additional feedback data beyond what users […]
AI Azure Translator
In this guide we will cover: – Enabling Azure AI Translator – Configuring Azure AI Translator – Using Translations on a Ticket – User Translations in the Self-Service Portal (v2.212.1+) – Translations in the Live Chat – Language Pack AI Translations – Action Toggles The Azure Translator integration allows you to instantly translate notes from users […]
AI Emotion Detection (Old functionality)
In this guide we will cover: – Configuring AI Emotion Detection – Using it on a Ticket Note: Additional runbook setup is NOT required to use the AI emotion detection functionality. See our guide here on how to use/set up this functionality. This guide will cover how the runbook for the emotion detection functionality can […]
Improve Search Using AI
In this guide we will cover: – What is AI search? – Connecting AI models for AI search – Indexing Articles/Services – Using AI search What is AI search? Search functionality in Halo, including searching for tickets, knowledge base articles, and services, can be enhanced with AI Search. By leveraging AI, the search delivers more […]