Set up AI-based categorization

Category Insight uses machine learning to suggest categories for incoming requests based on their content. To make suggestions available, create a selection of existing requests, train the model, and enable suggestions. Request handlers choose whether to apply each suggestion. First, enable AI functions for your organization.

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1. Create a selection of requests

You must first create a selection of requests in SuperOffice to train the AI model.

1. Select Find or go to New > Selection.
2. Choose Request as the selection type. Use Find Request or pick from Typical searches.
3. Define search criteria:
   1. Add filters to match the requests you want to use for training.
   2. Select Find.
   
4. Save the selection:
   1. Select Save as selection.
   2. Choose static or dynamic.
   3. Enter a name and select Save.
   

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2. Choose the selection in Settings and maintenance

1. Open Settings and maintenance.
2. Select AI services from the Navigator.
3. Under Categorization, open the dropdown and search for the selection name.
4. Select the correct request selection.

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3. Analyze the request selection

Once a valid selection is chosen, the Analyze requests button becomes active.

1. Select Analyze requests to start training the model.
2. When training is complete, the Latest training status will show successfully trained model.
3. If training fails, review the message, adjust the selection if needed, and analyze it again before enabling suggestions.

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4. Enable suggestions

After successful training:

1. Select the checkbox Use AI to suggest categories to activate the feature.

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5. Result: category suggestions in requests

When enabled, request handlers see a suggested category in the request footer. They must select the suggestion to apply it. The category is not applied automatically. See Use suggested categories for the request-handling steps. If there is no match, no suggestion will be shown.

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Re-train or change selection

You can re-analyze a new or updated selection at any time:

1. Go to Settings and maintenance > AI services.
2. Under Categorization, choose a new selection.
3. Select Analyze requests to train again. Check Latest training before using the new model.