Overview
The AI Intent Labels feature in Helpdesk leverages AI to automatically generate relevant labels based on the conversation history between customers and agents. These labels provide valuable insights into the nature of customer queries and help categorize interactions effectively.
Key Highlights
Automatic Label Generation
AI analyzes the conversation history and assigns intent-based labels like:Store Information
Shipping
Contact Details
Store Location
Collaboration
And many more!
Dynamic Updates
The first label is generated after the initial 5 messages in a conversation.
Subsequent labels are added after every 15 messages.
When a chat is closed, the message count resets.
Comprehensive Label Categories
AI Intent Labels cover a wide range of query types, including:Product Information
Payment Methods
Returns and Refunds
Order Enquiry, Tracking, or Cancellation
Offers and Rewards
Checkout Enquiry
Collaboration
Others
Seamless Integration
Labels are auto-generated without requiring manual intervention.
Helps agents and admins quickly identify the purpose of a conversation.
List of AI Intent Labels
Store Information
Shipping
Contact Details
Store Location
Product Customization
Payment Methods
Checkout Enquiry
Offers and Rewards
Order Enquiry
Order Tracking
Order Cancellation
Returns and Refunds
Product Info
Product Browsing
Collaboration
Others
How It Works
Conversation Monitoring
AI monitors the interaction between the customer and agent, analyzing the messages exchanged.
Label Assignment
After the first 5 messages, a label is generated based on the primary intent of the conversation.
For every additional 15 messages, the system reassesses the conversation and adds more labels if applicable.
Chat Closure
When a chat is marked as closed, the message count resets, and the process starts fresh for the next conversation.
FAQs
1. When are labels generated during a conversation?
The first label is generated after 5 messages, with subsequent labels added after every 15 messages.
2. What happens when a chat is closed?
The message count resets, and the label generation process restarts for the next conversation.
3. Can labels be manually modified?
Currently, AI labels are auto-generated by AI and cannot be manually edited. But we can add Custom labels from add label dropdown.
4. Do labels work across all query types?
Yes, labels are designed to capture intents across a wide range of query types, ensuring comprehensive coverage.
5. How does the system handle complex conversations?
The AI dynamically updates labels based on the evolving conversation to capture all relevant intents.
For further assistance or to raise feature requests related to AI Label, please contact [email protected].