Automatic detection of the ticket topic using AI
“Automatic detection of the ticket topic using AI” is a feature that lets the AI bot automatically fill in the ticket's custom fields.
Important! For the first week, the “Automatic detection of the ticket topic using AI” feature is available to everyone for free. After that, it's included in the “Expert + AI” plan. To enable it, message your manager or email support@usedesk.com
Important! A special offer applies to the “Standard” plan — check the details with your manager.
The bot analyzes the content of the client's message and, based on it, fills in the ticket's custom fields. This helps you get your bearings in cases faster and takes some of the routine off employees.
How automatic topic detection works:
- the custom fields are filled in based on the content of the client's message. As soon as the ticket's context becomes clear, the bot fills in the field. The bot doesn't look at the client's data, the already filled-in custom fields, or other information — only at the client's messages;
- the bot doesn't make up values; it chooses the most suitable one from those you've already set up;
- already filled-in fields aren't updated — the bot fills in only the empty ones;
- an employee can fill in a field themselves at any time. If a field has been filled in by an employee, the bot won't change it.