Platform Intelligence
Configuration > AI > Platform Intelligence
Features found on this page rely on embeddings to understand the semantic relationship between your data. Therefore ensure you have configured embeddings before leveraging these features.
AI Suggestions
| Field | Type | Description |
Configure AI suggestions | Button | Here, you can configure what AI suggestions can be made such as priority/category suggestions. |
| AI suggestion notification | Single Select | Here you can determine if a notification displays when an AI suggestion is available, and if so, what type of notification. |
| Enable AI Article Suggestions | Checkbox | When checked, AI will create a search term when a ticket is logged (based on the ticket information) which will search indexed knowledge base articles. A vector search will be performed and closest matches (based on minimum vector match score) are recorded and are shown in the Problem/Resolution finder on the ticket details screen. |
| Enable duplicate Article prevention | Checkbox | When enabled, AI will detect the similarity of articles, if two articles are overly similar they will be deemed as a 'duplicate' and warn the agent creating the new article that a duplicate article already exists. Articles are compared for similarity based on the 'AI Generated Summary' for the article, therefore this functionality must be enabled to use duplicate article prevention. For more information on this functionality checkout our guide here. |
Minimum vector similarity score for detecting duplicate Articles | Integer | Only applicable when "Enable duplicate Article prevention" is enabled. This will control how similar articles need to be to be classed as 'duplicates', the higher the vector similarity score the more similar the articles need to be. We recommend keeping this value high, it is set to 0.9 by default. |
Ticket Clustering
| Field | Type | Description |
Enable Ticket Clustering | Button | Enables the functionality for Ticket Clustering, where Tickets are grouped by AI into 'Clusters' based on their similarity. |
| New Clustering Run | Button | Appears once Ticket Clustering is enabled. Allows you to set the parameters for a new Clustering Run that will group Indexed Tickets into their Clusters. This should not be run until Tickets have been indexed and have vector scores. |
Active Cluster Ticket Types | Display | This shows the ticket types clustering is enabled for, only tickets of these types will in clusters. |
| Show the Cluster Matched Tickets tab | Checkbox | Appears once Ticket Clustering is enabled. Enable the "Cluster Matched Tickets" tab to show on newly logged Tickets. This tab contains the Tickets held within the Cluster that the new Ticket was matched to. AI generated information on that Cluster is provided in fields on the AI Insights tab. |