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Launching the service case automatically

Updated on March 25, 2020

After recording the data for learning and training of the text analytics model, you can configure the email settings for automating the process of creating a service case that helps in reducing the efforts of customer service representatives to work on repetitive mundane tasks. The machine-learning text analytics model analyzes and retrieves the relevant data from the incoming emails and maps it with the pre-configured entities in your application to identify the reason for an incoming email and automatically creates a service case based on it. The service cases for which the straight-through processing (STP) option is enabled, the system immediately launches a service case and start working on it without any human intervention. After processing the case, the system sends out an automated email that the issue is resolved. Otherwise, the system automatically launches a service case for the CSR to work on it.

  1. Open an Email channel interface.
  2. On the Behavior tab, click +Add suggested case. For more information about defining the suggested cases, see Defining suggested cases for the Email channel.
  3. To create and process the service cases automatically, select the Straight through processing for case creation check box. If you do not select the check box, the case will get launched automatically but does not get resolved on its own.
  4. Click Submit.

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