Next steps with ChatGPT Ticket Summary App

Setting up further automated processes

If you ensure that during the initial intake of the ticket, a summary is added to the ticket, a tag will be added to the ticket.

Sentiment tags:

Change priority via Trigger

As a first improvement, you can raise the priority of the ticket if the customer's sentiment is negative. Ensure that you use the trigger only "when the ticket is created"  as the ticket might have multiple sentiment tags throughout the ticket handling.

Change group via Trigger

You might want tickets with an initial negative sentiment to be handled by agents with more experience. Ensure you add these agents to a group. Now add a trigger that assigns a ticket to the appropriate group if the ticket contains the right tags.

Further options are possible but might require extra development, such as 

• creating reports that show the emotional evolution of your ticket handling
• fill out customised fields depending on the analysis

Release notes