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AurionAI

Auto-classification

4 min readBy Emmanuel Yazbeck

Auto-classification lets AI read each new customer message and predict the category, the priority and the type of the conversation. When the AI is sure, AurionAI applies the prediction. When it is less sure, agents see a suggestion. You set both limits on the Auto-Classification page.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the AI category.
  3. Select Auto-Classification.

Above the settings, a line shows Active on: and the channels where the feature runs. Select Edit coverage → to change the channels. Read AI coverage.

The Auto-Classification page with the confidence thresholds.

Switch on auto-classification

Auto-classification is off for a new organization.

  1. In Enable Auto-Classification, select Automatically classify new conversations using AI.
  2. Set the thresholds and the fields. The next sections explain them.
  3. Select Save Changes.

AurionAI shows All changes saved..

Set the confidence thresholds

The AI gives each prediction a confidence from 0% to 100%. Two sliders in Confidence Thresholds decide what happens:

Setting Default Range
Auto-apply threshold 85% 50% to 100%, in steps of 5%
Suggest threshold 50% 10% to 5% below the auto-apply threshold

The bar under the sliders shows three zones:

  • Auto-apply: at or above the auto-apply threshold. AurionAI writes the prediction on the conversation.
  • Suggest: between the two thresholds. Agents see the prediction as a suggestion and can accept it.
  • Silent: below the suggest threshold. AurionAI only stores the prediction for the reports on the AI Dashboard page.

These values are the AurionAI defaults. The template of your organization can start with other values.

Choose the fields to apply

In Auto-apply Fields, select the fields that AurionAI can write directly: Category, Priority and Type. All three are selected by default. A field that you clear is only shown as a suggestion, even above the auto-apply threshold.

Describe your categories

The AI chooses the category from the list in Category Descriptions. A short description helps it choose well.

  1. In Add category name..., type a category name. Select Add.
  2. In Description (optional), describe in plain words which conversations belong to this category.
  3. When a blue box lists categories that the AI already found in your conversations, select a category to add it, or select Add all.
  4. Select Save Changes.

You can keep up to 100 categories. A name can have up to 120 characters and a description up to 1,000 characters.

Reclassify on new messages

Re-classify when the customer sends a new message is selected by default. The AI then classifies the conversation again when the customer writes again. AurionAI keeps the old result when the category stays the same and the confidence changes by less than 30 points.

AurionAI never reclassifies a conversation after an agent changed its classification by hand.

Review the results

  • Open the AI Dashboard page and select Classification. Read AI dashboard.
  • Look at Agent overrides. Many overrides mean the auto-apply threshold is too low or a category description is unclear.

Switch off safely

  1. Clear Automatically classify new conversations using AI.
  2. Select Save Changes.

New messages are no longer classified automatically. Categories and priorities already on conversations stay. Agents can still change these fields by hand.

When auto-classification is off, two other features do less:

  • Smart routing: a conversation that a customer starts is routed after its first classification. Without classification, only conversations that agents create, or that an agent changes, are routed. Read Smart routing.
  • Auto-resolution in Auto-Resolve mode needs a classification. Read Auto-resolution.

Result

AurionAI reads the settings for each new customer message. Your changes apply to the next message. Conversations that are already classified do not change.

If something goes wrong

  • Failed to save settings. or a message that names a length limit. A category name or description is too long, or you have more than 100 categories. Shorten or remove the entry, then save again.
  • The page says the limit is reached. You already have 100 categories. Remove one to add another.
  • Conversations on one channel are not classified. Check the AI Coverage page. The channel may be switched off for Auto-Classification.
  • Nothing is classified after you saved. Check that Automatically classify new conversations using AI is selected and that you saved. The Active on: line must name at least one channel.

Still stuck? Submit a request or .