Auto Close of Case Leveraging Commments

Hi Carla,

Could you provide a little more detail here? There may be two distinct interactions here and it’d help to clarify which level you’re talking about.

1. Users may type an utterance to the bot such “ok to close”
2. A user’s intent or action may be further along and the explicit action is to “add a comment”

In the first case, I’d expect the bot to interpret the action and attempt to close the ticket.  In the second case, the user likely made conscious decisions to reach this point and I wouldn’t expect Mia to change course.

If your expected behavior is different than #2, this is a little bit more of a challenge.  If a user truly wants to add a comment that says “ok to close,” they will get stuck in a loop of trying to close a ticket, canceling and going to write a comment, then jumping back to close the ticket again.

Thanks,
JJ

Hi JJ, 

The way it works for us is that you need to select “close my case” button via mia to activate the API to close the case.  However, sometimes our employees will just add comments such as “ok to close” or “case no longer needed”.  Adding these statements to the comments is not triggering an action to close the case.  My query was to find out if there was a way to train the copilot to pick up this type of feedback when added to the comments and close the case.  

@carla.hink I believe the bot should already be able to understand when a user states they’d like to close the ticket instead of explicitly clicking on the button. Would you be able to share a screenshot of the experience you are seeing in your bots current state?