Case Summary & Wrap Up

Leena AI helpdesk is enabled to provide an AI generated case wrap-up summary for resolved/closed tickets and a case summary for open tickets.

Wrap-up Summary

Once a ticket is resolved, there is an AI generated case wrap-up summary that is automatically generated (if enabled in settings) to provide the suggested root cause analysis and key learnings.

Key Sections of the Summary

1. Final Status - Highlights the final resolution that led to ticket closure
2. Root Cause - Using the comment activity, AI understands what steps did not work and what finally worked and tries to suggest the root cause basis the same.
3. Learnings & Recommendations - Basis the resolution of current issue and past 5 similar issues raised by the same user, AI suggests changes that can be made in the business processes/SOPs to prevent a similar issue from reoccuring.
4. Quick Analytics - Showcases how many comments were added and how many unique agents worked on the ticket. Helps in estimating the amount of effort that was needed to resolve the particular issue.

Case Summary

We have added a feature to provide a summary of the ticket on demand on the ticket details page. This functionality is primarily meant to assist agents who are added to a ticket after some activity has already happened on the ticket. The agent can generate a summary by clicking on the 'Summarize' option which summary would add an AI generated summary of the ticket description and acvitiy till then.

Key Sections of the Summary

1. Issue - AI generated understanding of the issue basis the ticket description as well as the comments
2. Priority Assessment - AI generated assessment of the priority of the ticket by estimating the potential impact to user basis the category/type of issue and/or urgency detected in the issue description.
3. Summary - Contains AI generated summary of the user query basis the descriptions, steps tried by agent till now basis the comments and user's follow up or replies on the agent activity. It specifically highlights a summary of the latest comment so that the agent understand where to start from.
4. Suggested Actions - Basis the activity till then and also looking at past 5 similar type of issues raised by the user, AI suggests the next action that can be taken which guides the agent to proceed faster.

Please note that the summary does not auto-update on further activity but can be regenerated any number of times till the ticket is closed. Post ticket closure, a summary cannot be generated/updated. It will be shown upto the point it was last generated by any agent working on the ticket.