Improve Copilot response when user responds without selecting 'Add Comment' after ticket notification

Related products:AI Assistant

Forum|Forum|2 years ago
June 21, 2024
3 replies
58 views

When our users receive a notification for an update on a ticket, they are not always selecting the ‘Add Comment’ option in order to respond. With Next-Gen Copilot, the response from the bot responds with ‘taking note of the situation’ and ‘forwarding to the appropriate team’ when no such action has occurred. This leads to a disconnect between the agent working on the issue who does not receive an update, while the user believes they have responded.

While users can be educated on ensuring they select the ‘Add Comment option’ it would be great to adjust the response the bot presents to users to remind them that the ‘Add comment’ button needs to be selected before responding, or granting the users the chance to Add the comment after they’ve sent it to the bot.

Below is an example screenshot of the Next-Gen copilot responding to a user without the ‘Add comment’ option having been selected.

Next Gen AI Assistant

karen.kan

Employee

Hi @HannahN,

Thanks for bringing this to our attention.

If you don’t mind, could you please share the user email address of this example? This will help us troubleshoot more in-depth.

From the glance of it, I believe this is an example where Copilot inaccurately summarized its action. The LLM is a flexible agent and the instructions it’s given is to be helpful to users and answer their questions. In rare cases like this, it incorrectly synthesized information returned from the action engine. We are investing in verifying Copilot actions to make sure its truthful to its claim, and this will be an ongoing improvement.

Thanks!

Karen

Product Manager