Integrate with Customer Service Management
Summarize
Summary of Integrate with Customer Service Management
Document Intelligence enhances Customer Service Management (CSM) by enabling the extraction of relevant information from email and case attachments, such as credit card numbers and customer addresses, directly into cases. However, starting with the Zurich release, this feature will be gradually deprecated but will still be supported. Customers are encouraged to use the Now Assist in Document Intelligence application for document extraction in the future.
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Key Features
- Human In the Loop (HITL): Agents can review and correct extracted values through the Document Intelligence interface, allowing continuous model training and performance improvement.
- Use Case Creation: Users can define specific use cases for information extraction from attachments, which will automatically populate relevant case fields.
- Attachment Processing: The feature checks for attachments, verifies supported types, and uses OCR technology to extract data efficiently.
- Extraction Modes: Depending on configuration, values can be added directly to cases or require agent validation.
Key Outcomes
By enabling Document Intelligence for CSM, organizations can streamline case management processes, improve data accuracy, and enhance agent productivity through automated information extraction. Agents can ensure the quality of extracted data, which leads to better service delivery and a more efficient case resolution process.
Document Intelligence provides document extraction capabilities to Customer Service Management (CSM). Extract relevant information from email and case attachments, such as credit card numbers or customer addresses, and add that information to cases.
Agents can review values for extracted fields and make corrections as needed by accessing the Document Intelligence interface directly from the case. From this interface, agents can confirm correct values, fix incorrect values, and continue to train the model. This Human In the Loop (HITL) interaction of verifying the recommended values enables agents to refine the model and continually improve performance.
Create use cases that identify the information to extract from attachments, such as invoices, and automatically add that information to case fields, depending on the configuration. Labels identify the extracted fields on the case form.
For more information, see Document Intelligence for CSM.
How Document Intelligence works with CSM
- If the case has one or more attachments
- If the attachment types are specified in the sn_csm_ml_task.case.docintel.parsing_supported_types system property
- Identifies the right use case to use based on the case or case type and the use case filters.
- Creates a task using the use case, the sys_id of each attachment, and the case reference.
- Sends the task, attachment sys_ids, and case reference as inputs to the prediction model.
- Uses optical character recognition (OCR) solutions to extract data from the documents.
- Sets the status of the task to Done after the solution has completed.
- If the extraction mode in the use case is set to Fully automated (straight through processing), the extracted field values are added to the case.
- If the extraction mode is set to Auto-fill or Recommendation, the agent can validate the field values in the Document Intelligence interface.
Enable Document Intelligence for CSM
Set the system properties and activate the required flows to enable Document Intelligence for CSM.