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Identify Roles Feature Documentation

Overview​

The Identify Roles feature is an intelligent system designed to analyze incoming emails or messages and automatically determine the most relevant role or team to assign them to, such as Support, Developer, Admin, or Sales. This automation facilitates efficient task routing, accelerates response times, and reduces manual workload for triage teams.

By leveraging advanced AI and natural language understanding, the feature interprets the content and context of each email to accurately classify it, ensuring that queries and requests reach the appropriate department or personnel promptly.

Identify Roles​

In organizations where multiple teams handle distinct responsibilities, ensuring that incoming communications reach the right team is critical. Manual triaging is time-consuming, error-prone, and can delay response times, impacting customer satisfaction and operational efficiency.

Automated role identification:

  • Streamlines email and ticket assignment workflows.
  • Improves turnaround times and accountability.
  • Enables scalable handling of high message volumes.
  • Reduces human error in misrouting.
  • Provides insights into workload distribution and team performance.

Interface Components​

Model​

  • Description: Displays the AI model currently in use for role detection. In the provided interface, this may initially show as null if not yet configured.

  • Customization: Users can add optional instructions or prompts to refine how the AI identifies roles, such as emphasizing certain keywords, ignoring irrelevant information, or prioritizing certain teams.

  • Typical Models: Commonly powered by GPT-4 or similar LLMs trained or fine-tuned for classification tasks.

Select Notification (Role Type Dropdown)​

  • Description: A dropdown menu labeled "Select Role type" that lists all predefined roles or teams within the organization.

  • Available Role Options Include:

    • Support Team
    • Developer Team
    • Admin Team
    • Sales Team
    • HR Team
    • IT Support
    • Finance Team
    • Product Management
    • Customer Success
    • Marketing Team
    • Legal Team
    • Operations
    • Quality Assurance
    • Security Team
    • Executive Team

  • Usage: The dropdown enables manual override or configuration of the role assignment process, ensuring flexibility for special cases or administrative intervention.

Actions​

  • OK Button: Confirms the selected role, applying the assignment and proceeding with workflow automation.

  • Cancel Button: Aborts the role assignment operation, leaving the current state unchanged.

Integration Points​

  • Email Systems: Connects to mail servers (IMAP, Exchange) or cloud email platforms (Gmail, Outlook).

  • Ticketing Systems: Automatically creates or updates tickets in systems like Zendesk, Jira, or ServiceNow based on role assignment.

  • Notification Services: Sends alerts or messages to appropriate team members or collaboration tools (Slack, Microsoft Teams).

  • Analytics Platforms: Feeds role assignment data to dashboards for monitoring and reporting.

Best Practices​

  • Customize AI Instructions: Tailor prompts to your organizational language and terminology for improved accuracy.

  • Maintain Role Lists: Regularly update the dropdown options to reflect organizational changes or new teams.

  • Monitor Performance: Track assignment accuracy and adjust model parameters or retrain as needed.

  • Implement Manual Overrides: Allow team leads to override assignments to handle edge cases.

  • Audit Trails: Log role assignments and changes for compliance and process improvement.

  • User Training: Educate staff on the automated system and override procedures.

Summary​

The Identify Roles feature is vital for organizations aiming to automate email triage and streamline task assignment. By harnessing AI-powered content analysis and structured role definitions, it enables faster, more accurate routing, improving operational efficiency and user satisfaction.