AI Case Summarization

AI Case Summarization is a quick recap of lengthy content in each Service Record – directly from the Queue. These summaries allow Admins to eliminate the need to spend time opening each ticket and reading its Notes, Messages, Solutions, and Resolutions.

Service Record Summaries are generated based on the content of the following fields:

• Notes
• Message(s)
• Solution
• Resolution

This document explains how to:

• Enable Service Record Summaries
• Read Service Record Summaries

Enable AI Case Summarization

Enable SR Summaries using the "Enable AI" checkbox

 

To enable AI Case Summarization, go to Admin Portal > General Settings, and select the “Enable AI” checkbox.

Read AI Case Summaries

You can read AI Case Summaries from inside: 

• The Queue
• A Service Record page

Read an AI Case Summary from inside the Queue

Service Record Summary inside the Queue

 To read a Service Record Summary from inside the Queue, hover over its ID or Title Fields; the AI-Generated summary will appear inside the popup.

You can also use the thumbs up/thumbs down buttons to rate the Service Record Summary’s quality and effectiveness.

Read an AI Case Summary from inside a Service Record

Service Record Summary inside a SR

To read an AI Case Summary from inside the Service Record, hover over its Title and the AI-Generated content inside the popup will appear.