Related to the idea I posted over a year ago (
) could Freddy AI intelligence be used to intelligently detect when a customer’s reply is just a “thank you” or “I will” response vs something substantive that the agent should review?
We have a workflow to move tickets from “waiting on customer” to “open” when the customer replies. I’ve tried to guess at key words or phrases to exclude this workflow from running but it’s not perfect. For example “thank you” could be the entire response (don’t change state) but customer might also provide data an agent was askig for and end with “thank you.”
Now that AI is becoming mainstream, is there a way to employ it for workflows and supervisor rules?
