Integrations
OpenAI
OpenAI is a way of creating and using artificial intelligence for the benefit of humanity, using a research organization and a software platform. OpenAI can help service and support teams to develop and deploy innovative solutions, such as natural language processing, computer vision, or reinforcement learning, which can augment or automate various tasks, such as customer service, technical support, or product development.
OpenAI
Why Use OpenAI
With integration to OpenAI and Vivantio you can achieve numerous tasks to improve productivity, processes, user experience and insight into your tickets within the Vivantio Platform.
The specific uses that use our integration with OpenAI are detailed below but this is just the start, keep an eye out as we enhance and develop the AI capabilities within Vivantio over the coming months.
- Sentiment Analysis
- Ticket Summarization
- Knowledge Base Creation from Ticket Descriptions and Solutions
- Translation
- Optimization of responses to customers
- Optimization of Knowledgebase articles
OpenAI
Functionality
Throughout the Vivantio Platform within the Rich Text Editor that is within Tickets and Articles you can use the power of OpenAI
When creating any type of ticket or article you have an array of AI tools to either provide prompts to OpenAI to produce the content or tools to change the tone, improve, simplify or translate the text.
OpenAI
Use Case: Sentiment Analysis
To perform Sentiment Analysis, you can use our platform service partner, Albato, that is built directly into the Vivantio admin area.
The basic flow is below:
- When a ticket is created in Vivantio, from whatever channel (email, self-service etc..), a business rule fires in Vivantio to send the description to OpenAI via Alabto
- OpenAI will perform the sentiment analysis and send the result back to Vivantio and the ticket is updated with the result that is stored in a custom field.
- Once the sentiment is recorded against the ticket this can be used in reporting, escalations, business rules, queues of tickets etc. all the standard features of Vivantio that can be used throughout the lifecycle of that ticket.
This results in the below:
Which can also be used to drive queues of tickets, escalations, business rules, reporting and insights.
Ticket Summarisation
Ticket Summarisation can be used in an equivalent way to the Sentiment Scoring to produce the below which not only provides sentiment analysis, but a summary of the ticket and even suggested follow up actions.
Knowledge Base Creation
While closing a ticket can combine the original issue and the solution into a suggested knowledge base article that can be reused throughout the team or even directly with customers.
