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ReportHello All,
I am having an issue using the AI features of the Case Management Agent to auto-populate fields when I click on Create Case after a convesation either via voice or live chat
to create a case.
I always have to manually input the customer, before saving and closing the case.
The incoming messages always shows as Visitor 1, I have tried using pre-chat surveys to capture firstname and last name and email, but it still does not map to the
customer.
I have enabled fields for AI prediction but it still does not populate
Any help would most appreciated;
NB: If you can help on how to create cases autonomously without having to click on the create case button, that will be most helpful.
Thank you
I am having an issue using the AI features of the Case Management Agent to auto-populate fields when I click on Create Case after a convesation either via voice or live chat
to create a case.
I always have to manually input the customer, before saving and closing the case.
The incoming messages always shows as Visitor 1, I have tried using pre-chat surveys to capture firstname and last name and email, but it still does not map to the
customer.
I have enabled fields for AI prediction but it still does not populate
Any help would most appreciated;
NB: If you can help on how to create cases autonomously without having to click on the create case button, that will be most helpful.
Thank you
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