"Ticket comes in > AI suggest both a reply and a solution > user can deploy the suggested reply with one click, or override it and write their own reply
They can manually attempt the solution if it seems viable, or disregard this."
Most of the value in the AI thus far is in suggesting replies, not solutions. This is what we would use it for, and we have tested it extensively in this regard.
That being said, the suggested solutions are quite useful as a jumping off point, which is why we'd leave those on. But as mentioned in my suggestion, we would only ever action these manually, and only if they were viable.
If you train your users well in ticket hygiene, then it translates quite well into an AI-readable prompt. If they continue to struggle with this, you can create an intermediary form in MS Forms that does a little bit of ticket shaping that can improve things (by making them specify particular apps, hardware, types of issue etc)
D Chamberlain
shared this idea
·
Hi Stephen,
You have misread my suggestion.
"Ticket comes in > AI suggest both a reply and a solution > user can deploy the suggested reply with one click, or override it and write their own reply
They can manually attempt the solution if it seems viable, or disregard this."
Most of the value in the AI thus far is in suggesting replies, not solutions. This is what we would use it for, and we have tested it extensively in this regard.
That being said, the suggested solutions are quite useful as a jumping off point, which is why we'd leave those on. But as mentioned in my suggestion, we would only ever action these manually, and only if they were viable.
If you train your users well in ticket hygiene, then it translates quite well into an AI-readable prompt. If they continue to struggle with this, you can create an intermediary form in MS Forms that does a little bit of ticket shaping that can improve things (by making them specify particular apps, hardware, types of issue etc)