With Smart Assist, reply suggestions are automatically presented to the agents without the previous need for manual configuration — our AI uses a combination of probabilistic methods with neural networks to compute the best suggestions. This way existing macros will be suggested for each particular ticket as reply suggestions, according to how relevant they are.
We take the existing ticket history of the past months and use it as a learning input to the algorithms. Existing macros within your help desk will automatically be added to the suggestions, without the need for manual input or training. Our algorithms will also detect missing macros and recommend new ones based on the history of replies for tickets of a specific category.
Additionally, our continuous learning cycle makes sure the models are updated every hour with new information, refining suggestions each time an agent uses a macro recommendation.
If you wish to check which macros are being suggested for which categories, you can do so through the Cleverly Widget that sits at your help desk.