Artificial Intelligence models, AI models in short, are smart algorithms that recognize what your customers are writing about in the tickets as well as recognizing specific elements inside those tickets.

Intent Detection Models

Recognizing "what your customers are writing about" in technical terms is called "detecting the intent of the customer", this is the job of Intent Detection Models.

Jatana offers you the option to create 2 kinds of Intent Detection Models:

  • Macro Suggestions Models: for each new ticket being created in your Zendesk Account, the Macro Suggestion Model will recommend the 5 most relevant macros that you can use to reply to that specific ticket.
  • Custom Intent Models: for each new ticket being created in your Zendesk Account, the Macro Automation Model will identify the most relevant Custom Intent for that ticket. 

Entity Extraction Models

On the other hand, "recognizing specific elements inside the tickets" in technical terms is called "extracting entities from tickets", this is the job of Entity Extraction Models.

We will be soon releasing this model type on the platform, stay tuned :D

Did this answer your question?