Can I use intent and sentiment in procedures?

Question

Can I leverage intent and sentiment in a procedure?

Answer

Yes, you can use intent and sentiment to create procedures for auto assist to guide agents to resolve customer requests. Auto assist can suggest replies or actions without mapping specific procedures to intents or ticket metadata. It understands the customer’s request and matches it to an existing procedure if an admin has created one for that topic.

Note: Admin Copilot is in an Open Early Access Program (EAP). Eligible customers can sign up, provided they have the Copilot add-on. This release includes the Weekly Digest, Proactive Recommendations, and a Conversational Assistant to troubleshoot and manage business rules.

To add intent and sentiment to the auto assist procedure:

Open Knowledge > Add > Procedure

Add a name for the procedure

Click the + button to insert actions

Select Standard actions > Change field 'Intent' or Change field 'Sentiment'

Click Publish

Tip: Review and implement Copilot recommendations to optimize your auto assist setup, which provides suggestions to improve your procedures.

For more information, see Creating procedures for auto assist.