AI:ON feature | Optimized replies & summaries in issue management

Inhalt

• Using AION features in issue management
  • Improve reply
  • Summarize conversation
  • AI initial reply
• Feedback welcome!

With AION, three AI-supported features are available to you in issue management that make your daily work much easier:

• Improve reply
  Have your manually written reply optimized in terms of language – clearer, more precise, more professional.
• Summarize conversation
  Receive a compact, AI-generated summary of the previous ticket communication.
• AI initial reply
  Automatic generation of a first reply based on the content of the concern – ideal for frequently asked questions.

Using AION features in issue management

Note: AION is currently in an extended test phase. The content is continuously being improved. Use is currently free of charge.

Improve reply

1. Open a ticket in issue management.
2. Formulate your reply as usual in the reply field.
3. Click the AION symbol to the right of the text field.
4. Select "Improve reply".
5. AION generates an improved version and you can transfer the suggestion directly into the text field.

Summarize conversation

1. Open a ticket in issue management.
2. Click the AION symbol to the right of the text field.
3. Select "Summarize conversation".
4. You will receive a short summary of all previous messages in the ticket.

AI initial reply

1. Open an unanswered ticket in issue management.
2. Click the AION symbol to the right of the text field.
3. Select "Generate initial reply".
4. AION generates a reply suggestion that you can transfer directly into the text field.

Feedback welcome!

Your feedback is crucial for the further development of AION. Use the integrated feedback function in the Cockpit after every use:

• 👍 AION was helpful
• 👎 AION was not helpful