For all existing customers with Triage enabled, we are excited to announce Triage 2.0! Triage 2.0 is a significant upgrade to our existing Triage product. The product automatically classifies newly created tickets from digital channels such as Chat, Email and Portal.
What are the advantages of this new architecture?
- Relaxed data requirements: Less data and no data distribution requirements required for Triage, due to the embeddings + index infrastructure.
- Transparent model explainability: We can inspect all the nearest neighbors to see clearly why a prediction was made on a specific ticket for troubleshooting purposes.
- Improved overall model performance: Based on offline analysis of existing set of customers, Triage 2.0 performs as good or better than the current model architecture, irrespective of the digital channel, e.g. chat, email, portal.
For a deeper technology overview, including detailed architecture diagrams, consult our documentation.
Do you want to self-nominate for Limited Preview?
Visit and read the form here.
For additional questions, please ask in thread.
