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Getting StartedHome → Admin Manual → HelpSpot AI → AI Triage
6.2. AI Triage
AI Triage, introduced in HelpSpot 5.6, is made up of three different capabilities:
Each of these options is accessed in Admin > HelpSpot AI > AI Settings.
Request Auto Categorization
HelpSpot AI will train on your own request history to then automatically categorize requests in selected categories. This is turned off by default, but once turned on (by going to Admin > HelpSpot AI > AI Settings), you can then select which of your categories you’d like to be auto-categorized by HelpSpot AI. Categories can also be enabled for auto categorization in the category setup screen.
This feature requires you to have at least 10 closed requests in any selected category. If you don't yet have 10 closed requests in a category you can still turn on auto categorization and HelpSpot will automatically complete training once there are enough requests. Admins will receive a notification in the HelpSpot interface when training is complete.
You can view more details on the Edit page for each individual category, where you can additionally view any requests that have been manually selected for training. It will also show you the training status for that particular category - in the example below, this category doesn’t have enough closed requests to be eligible for training:
To manually select a request as a ‘training request’, click on the three dots in the upper right corner of the request, and then select ‘Add to Auto Categorization Training’, as seen below:
Or on a closed request select to "Add to Auto Categorization Training" button.
Auto Assignment
Once a request is auto categorized it can also be auto assigned to a staff member. This means that requests will skip the inbox all together and go directly to a staff member's queue. You can learn more about auto categorizing requests in the category setup.
Generate Request Summaries
AI Request Summaries use HelpSpot AI to summarize what your customer has contacted you about and, once enabled, replaces the ‘Initial Request’ column in the Inbox & My Queue pages, along with any filters where you’ve added that column. This feature is turned on by default for new customers, and can be turned on or off by going to Admin, then HelpSpot AI, and then selecting AI Settings.
Editing Request Summaries
Request summaries can be edited for individual requests by accessing the "request meta" dialog inside of any request.
Detect Out of Office Replies
Out of Office Reply detection use HelpSpot AI to automatically detect and place out of office replies in the trash, based on the text in the body of the email. This detection only applies to emails that would create a new request. If the out of office reply is in reply to an already running ticket the out of office reply will not be removed. This feature is mainly intended to cut down on the out of office replies that occur when a mass mailing is sent out to customers with a HelpSpot email address as the reply-to. This feature is turned on by default for new customers, and can be turned on or off by going to Admin, then HelpSpot AI, and then selecting AI Settings.