Efficient handling of requests using AI

The introduction of Artificial Intelligence (AI) in SuperOffice gives request handlers / support agents a new set of smart tools to make their workday more efficient.

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Request Insight

Request Insight analyzes the sentiment of an incoming request, so you can prioritize the customer who needs you first. Is the contact happy or angry? If this function is active, incoming email requests are analyzed to determine the mood of the contact. An emoticon below the message indicates the detected sentiment:

• Negative
• Neutral
• Positive

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Summary Assist

Summary Assist summarizes the messages in a request so you can act on it without reading the full thread. It appears as an action in the same panel as Reply Assist.

1. In the request panel, select Summarize.
2. Review the generated summary of the request’s messages.
3. Select Back to return to the panel.

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Translation Assist

Translation Assist detects the language of an incoming request and offers translation, so you can read and reply to requests in any language. This functionality automatically detects the language of an incoming request. The detected language is displayed under the message. If you receive a message in a language you cannot read, you can select the Translate from language below the message. The subject and body of the message is translated and added below the original message.

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Category Insight

Category Insight analyzes incoming email requests and suggests a category based on their content. It does not apply the category automatically. If you do not see suggestions, ask your administrator to train the model and enable suggestions.

1. Open an incoming email request and look for a suggested category in the request footer.
2. Review the suggestion. If it fits the request, select the category link to apply it.
3. Check the category on the request. The suggestion disappears after you apply it.

If no category matches, no suggestion appears. You can still choose a category yourself.

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Reply Assist

Instead of a blank page, Reply Assist suggests a tailored reply to an incoming service request. It builds the draft from your own CRM content: earlier requests, reply templates, FAQ entries, documents, and, optionally, web content. As with every SuperOffice AI capability, this is a suggestion for you to approve. Nothing is saved or sent automatically.