Manage Case Assist Configurations

The Case Assist (platform-eu | platform-au) page of the Coveo Administration Console offers various functionalities that help ensure that support cases are completed accurately and that end users find the information they need when they’re filling out cases.

These functionalities must be integrated in custom components to dynamically display relevant and case-related information to the end user as they’re filling their cases.

Available functionalities are:

Configuring a Case Assist Experience

  1. On the Case Assist (platform-eu | platform-au) page, click Create Case Assist.

  2. On the Create a Case Assist Configuration modal that opens, enter a Name for your Case Assist configuration, and then click Next.

  3. Click Create to create your Case Assist configuration.

  4. Configure your Case Assist functionalities by navigating the available tabs.

Note

You can configure as many Case Assist configurations as you want.

Configuring the Document Suggestion Functionality

The Document Suggestion functionality automatically suggests documents that are relevant to the case that’s being filled by the end user. To achieve this, this functionality leverages Coveo Machine Learning (Coveo ML) Intelligent Term Detection (ITD).

Note

The Document Suggestion functionality doesn’t currently support document security permissions. As a result, only public documents are suggested, and documents with any set permission are ignored.

Prerequisite

To configure the Document Suggestion functionality, you need to create an Automatic Relevance Tuning (ART) model with the ITD option configured as specified in Configure an Automatic Relevance Tuning Model for Case Deflection or Case Assist Document Suggestions. This model must also be associated with the query pipeline dedicated to the Case Assist configuration you’re creating.

Configuring Document Suggestions

  1. On the Case Assist subpage, select the Document Suggestion tab, and then click Configure Document Suggestion.

  2. In the Query pipeline drop-down menu, select the query pipeline that contains the ART model complying with ITD.

  3. In the Preview on the right, specify a subject and description to test how your configuration responds to different user input values.

    For example:

    Document Suggestion Preview
    Note

    The Preview only depicts the Document Suggestion functionality. It doesn’t represent the final design of your page or user interface.

  4. In the Filter box, optionally enter a query expression to refine the items that should be suggested by the Document Suggestion functionality (e.g., @objecttype==Case).

  5. Click Save to activate your Document Suggestion configuration.

Configuring the Case Classification Functionality

The Case Classification functionality automatically suggests classifications that relate to the case that’s being filled by the end user. This functionality allows end users to easily and accurately classify their case as they’re creating it.

For support agents, the Case Classification feature ensures that they’re tagged accurately when cases are routed to them. The feature also precisely classifies those cases for them.

To configure Case Classification, you must first select a Case Classification method. This method determines the process that’s used to generate classification suggestions. The available options are:

  • Case Similarity (Default) identifies cases similar to the one being written based on common vocabulary. The most common classifications from similar cases are suggested as classifications for the current case (see Generate Classification Suggestions Based on Case Similarity). This method is ideal when dealing with support cases that contain very little text (8 words or less).

  • Context Recognition leverages natural language processing (NLP) techniques and a deep learning algorithm that takes into account common vocabulary, contextual nuances, and key concepts of the case description. Increasingly relevant classifications are provided over time (see Generate Classification Suggestions Based on Context Recognition). This method is ideal when dealing with larger support cases (8 words or more).

Generate Classification Suggestions Based on Case Similarity

  1. On the Case Assist subpage, select the Case Classification tab, and then click Configure Case Classification.

  2. Under Classification suggestions based on, ensure that the default Case Similarity classification method is specified.

  3. In the Identify reference cases input, enter a query expression that targets the cases for which the classification functionality should use the related data as input (e.g., @objecttype==Case).

  4. In the Identify fields for classification input, enter the fields that represent the classifications that you want the functionality to display to end users when they’re creating cases.

    Note

    To properly identify your fields in the Identify fields for classification input, use the field name as displayed in the Name column of the Fields (platform-eu | platform-au) page of the Administration Console.

    Important

    The fields identified for classification shouldn’t contain sensitive information, as these values could be exposed through the API.

  5. In the Preview on the right, specify a subject and description to test how your configuration responds to different user input values.

    For example:

    Case Classification Preview
    Note

    The Preview only depicts the Case Classification functionality. It doesn’t represent the final design of your page or user interface.

  6. Click Save to activate your Case Classification configuration.

Generate Classification Suggestions Based On Context Recognition

  1. On the Case Assist subpage, select the Case Classification tab, and then click Configure Case Classification.

  2. Under Classification suggestions based on, click Edit to select a Case Classification method other than the default.

  3. Enable Context Recognition as follows:

    1. On the Select a Classification Method modal, select Context Recognition.

      Important

      To enable Context Recognition, you must first create a Case Classification model. If no model exists, you can’t select this option.

    2. Click Confirm.

    3. In the Case Classification tab, select a Case Classification model from the Activate a Case Classification model drop-down menu.

  4. In the Preview on the right, specify a subject and description to test how your configuration responds to different user input values.

    For example:

    Case Classification Preview
    Note

    The Preview only depicts the Case Classification functionality. It doesn’t represent the final design of your page or user interface.

  5. Click Save to activate your Case Classification configuration.

Retrieving a Case Assist ID

The Case Assist ID uniquely identifies a target Case Assist configuration. It’s used by the Customer Service API to update existing Case Assist configurations, as well as to retrieve case classifications and document suggestions.

  1. On the Case Assist (platform-eu | platform-au) page, double-click your Case Assist configuration.

  2. On the Case Assist subpage that opens, in the Overview tab, click Case Assist ID button to copy the Case Assist ID to your clipboard.

You have successfully retrieved the Case Assist ID. You can now use it to connect the target Case Assist configuration with your integration (see Customer Service API Usage).

Deleting a Case Assist Configuration

  1. On the Case Assist (platform-eu | platform-au) page, click the Case Assist configuration you want to delete, and then click Delete in the Action bar.

  2. Click Delete to confirm.

Deleting a Document Suggestion Configuration

  1. On the Case Assist (platform-eu | platform-au) page, click the Case Assist configuration for which you want to delete the Document Suggestion configuration, and then click Edit in the Action bar.

  2. On the Case Assist subpage, select the Document Suggestion tab, and then click Delete Configuration.

  3. Click Delete to confirm.

Deleting a Case Classification Configuration

  1. On the Case Assist (platform-eu | platform-au) page, click the Case Assist configuration for which you want to delete the Case Classification configuration, and then click Edit in the Action bar.

  2. On the Case Assist subpage, select the Case Classification tab, and then click Delete Configuration.

  3. Click Delete to confirm.

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