How to Enable AI Services in Wavity Platform?

  • In Wavity Platform, You can enable AI Service. Enabling this function will allow the use of Artificial Intelligence tool to automate ticket resolution with AI automation and real time sentiment analysis.
  • Only Admin has the access to enable AI Services in the platform.
  • To enable AI Services, click on Profile Icon > Platform Settings - Integrations > AI
  • Check the box next to the label ‘Enable AI Services’. Enter the OpenAI API Key and click on “Save” button update this function in the platform.

AI Services in Wavity:

  1. Automated Ticket Categorization & Routing
  2. AI Sentiment Analysis
  3. AI Chat Bot

Automated Ticket Categorization & Sentiment Analysis:

  • Wavity's AI Assignment feature automatically categorizes tickets by analyzing the content of the email body or description of ticket, thereby streamlining the ticket management process and improving efficiency.
  • As the first step, You can enable AI into the Interface by clicking on Edit dashboard option as shown below.

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  • Click on “Setting” Icon on the Widget as shown below.

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  • Select “Show Text Comprehend Result” and click “Save” button to enable AI Sentiment analysis with "emoji" icons in the interface.
  • Additionally, you can view the details of AI Ticket Categorization for each ticket by clicking on the "blue" icon, as shown in the image below.
  • Next, click on the "three dots" menu and select "Details," as shown in the image below.
  • Click on "Big Brain Analysis" icon.
  • This section displays the sentiment of the user who created the ticket, along with the AI-generated ticket categorization under the Intent category. Based on the category identified in the Intent, AI can automatically assign the ticket to the appropriate agent.