Catch and Dispatch

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Service Desk Intelligence - Catch and Dispatch

In addition to automatically resolving some selected IT service issues as described above, Summit AI also has the functionality of AI-driven automatic categorization and classification of all tickets so the human Analyst’s job is made faster and simpler. The Analysts can view and apply the AI suggestions by clicking the CINDE icon on the Actions panel of the Incident/Service Request details page. A pop-up page is displayed with suggestions. However, predictions made by AI model is a reflection of past data. If sufficient records exist with “proper” data, the field predictions will be in conjunction with that.

Note:

The CINDE SUGGESTIONS icon is displayed only when Show as recommendation option is selected on the CATCH AND DISPATCH CONFIGURATION page (Admin > Advanced > AI Configuration > Catch and Dispatch Configuration).

Advantages

  • Quick response to the End User's queries
  • Reduces the Average Response Time of Incidents and Service Requests

  • Decreases the error rate of Categorization and Classification

  • Improvement in overall Customer Satisfaction (CSAT)
  • Provides suggestions to the Analysts that they can refer while working on Incidents and Service Requests

Configurations

The Administrators can configure settings on the Application Settings page (Admin > Basic > Infrastructure > Application Settings). The following fields are added to configure the Assistant: Enable Assistant, Assistant Name, Assistant Key, Tenant, and Assistant Base URL. For more information about the APPLICATION SETTINGS page, see SummitAI Platform Online Help.

On the CATCH AND DISPATCH CONFIGURATION page (Admin > Advanced > AI Configuration > Catch and Dispatch Configuration), the Administrators can configure the Catch and Dispatch settings for CINDE to gather and display recommendations to the Analysts. Based on this configuration, CINDE applies the settings, or displays the recommendations to the Analysts. The Administrators can also choose to deactivate the settings

On the ROLE TEMPLATE- MENU CONFIGURATION page (Admin> Basic > Users > Role Template> Click ADD MENU CONFIGURATION icon on the ACTIONS panel) select the ADMIN module, under the AI Configuration section, select the menus and sub menus to which the users should have view/edit access. These menus should be selected for the Administrators so that they can do the settings on the CATCH AND DISPATCH CONFIGURATION page.