AI Fields

AI Fields are intelligent tags automatically assigned to incoming support requests or tickets based on the context of the conversation within the related Slack thread.

1. Auto-Category

2. Auto-CSAT

3. Auto-Emotion

Auto-Category

ClearFeed uses AI to automatically categorize tickets into the following categories:

1. Feature Requests: Requests for new product features or enhancements to existing features.

2. Bug: Issues where the user reports a malfunction or error in the product.

3. How to Question: General queries from users on how to use the product or specific features.

4. Problem Report: Requests for reporting issues with a product or service that might not be a bug.

5. Requests: General requests from users to enable a feature or get some service.

Auto-CSAT

ClearFeed computes customer satisfaction and is continuously updated whenever a request or a ticket is updated. We categorise the CSAT into the following:

1. Very Positive

2. Positive

3. Neutral

4. Negative

5. Very Negative

Auto-Emotion

Auto-Emotion represents the detected sentiment of a customer based on the overall request discussion. The following values are added as a part of the sentiment analysis:

1. Positive

2. Neutral

3. Negative

Filter using AI Fields

You can view and filter support requests based on the AI fields assigned by ClearFeed directly from the ClearFeed dashboard. Here’s how:

1. Navigate to the ClearFeed Dashboard: Log in to your ClearFeed account and head to the dashboard.

2. Click on Add Filter:

   • From the dropdown menu, select the desired field among: Auto-Category, Auto-CSAT, and Auto-Emotion.

Category Summary

After applying the filters to get the requests of the desired categories, you can also read a summary of the thread. Here's how:

1. Click on any Request

2. Expand the AI Fields section from the right-hand panel

3. Hover over the categories to read the context behind the categorization

Understanding Categorization

ClearFeed's AI algorithm continuously monitors incoming requests and updates categories based on the following criteria:

• Public Comments: Whenever a public comment is added to a ticket, ClearFeed automatically re-analyzes the conversation and updates the AI fields as needed. This ensures that the most recent context is captured and reflected in the category tags.

• Ticket Resolution: When a ticket is solved, ClearFeed performs another analysis to update the fields, ensuring that any additional information provided during the resolution process is captured.