AI Tools for users

Once you have configured the integration with artificial intelligence (AI) from the AI Integration module, you will have access to a variety of functionalities in Sagicc's ticket view that will help you facilitate and optimize your daily work, allowing you to manage your time more efficiently and provide precise and timely attention to your customers. If the AI integration is enabled, you will be able to take advantage of the following tools within the ticket view:

Text Expansion

At Sagicc, we understand that our users invest a significant amount of time in the ticket conversation view, carefully thinking and drafting the most appropriate responses for customers. Since message templates are sometimes not sufficient, we have created a tool to optimize the communication process, allowing users to improve the adaptation of their responses to each specific situation. This improvement in the process will not only reduce friction but also elevate the customer experience.

Below, we detail the estimated costs associated with a request to the OpenAI API to expand a text of 255 characters:

The text expansion feature allows users to write short and precise messages, and then use the tool to expand and enrich the message using artificial intelligence, turning it into a more elaborate and comprehensive response. This expansion action includes spelling and grammar correction in the original language of the message and can adjust the tone of the response as needed.

In the form for drafting a new message, you will find the "Expand Text" button. Once you have drafted your initial response in the text box, simply click on this button to expand your response, choosing one of the available tones: Professional, Friendly, Empathetic, Direct, or Expansion without tone adjustment. We recommend choosing the tone that best suits the specific needs of the customer, your company's sector, or the complexity of the ticket.

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Once the message has been processed, you will see the expanded and generated version by artificial intelligence in the text box. Since perfection is not inherent in artificial intelligence and the generated responses may not be perfect or may lack context, users will have the option to manually edit the expanded responses as needed. Once you are satisfied with the response, simply click the "Send" button to send it to the customer.

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AI Analysis

In interactions with customers, valuable data and significant details about the situation at hand are found. However, these are often scattered throughout the entire conversation, requiring users to navigate the entire dialogue to find the essential points before addressing ticket management. With our new artificial intelligence (AI) analysis tool, we leverage advanced language models and artificial intelligence capabilities to conduct a thorough analysis of the conversation. This analysis will provide users with the necessary context and details accurately and efficiently, facilitating informed decision-making and effective problem resolution.

The analysis provided by Sagicc is divided into three essential parts for a comprehensive understanding of the conversation:

• Conversation Summary: Sagicc collects and analyzes all messages exchanged by both the customer and the user, and then generates a summary highlighting the key and most relevant points of the conversation. This summary allows the user to quickly visualize the most important information without having to review each message individually.

• Sentiment Analysis: Through a comprehensive analysis of the messages, Sagicc evaluates the tone and emotion conveyed by the customer throughout the conversation. The sentiment is classified as Positive, Neutral, or Negative, providing the user with a clear understanding of the emotional atmosphere of the interaction. This sentiment label provides valuable tools for better adapting responses and approaches to the customer, facilitating more effective communication.

• Content Moderation: Using advanced artificial intelligence models, Sagicc examines each message for potentially inappropriate, threatening, or dangerous content, such as sexual material, harassment, violence, among others. This functionality alerts the user to the presence of a conversation that could become uncomfortable or hostile, suggesting alternative actions to handle the situation appropriately and safely.

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Within the ticket view, when reaching the end of the conversation, you will find the "AI Analysis" button. Click on this button to access the conversation analysis generated by artificial intelligence. Once you view the analysis, you will have the option to refresh it. Simply click on the button located in the upper right corner to update the analysis. By doing so, Sagicc will regenerate the analysis, taking into account the most recent interactions with the customer since the last time it was generated. Use this option every time you have exchanged more interactions with the customer, ensuring that the analysis reflects the entirety of the most updated conversation.

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