For Chatform to accurately identify the intent behind a player’s message and trigger the appropriate ticket handling automation, it’s crucial to follow specific guidelines when naming and describing these automations.

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Ticket handling automation name

The Ticket type name should concisely reflect the player’s intent or question. Use specific names that corrolate to what players typically use when making that type of inquiry. This helps Chatform accurately identify the intent behind player messages.

Good examples:

  • Check Withdrawal Status
  • Check Deposit status

Bad examples:

  • Withdrawals (too vague)
  • Deposits (ambiguous)

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Utterance Examples

To further enhance Chatform AI’s accuracy in selecting the correct ticket type, we introduced “utterances” this allows you to provide examples of how players might phrase their queries—these are known as “utterances.”

Including a few common utterance examples helps the AI distinguish between similar-sounding inquiries, thereby selecting the correct ticket instructions and providing quicker, more accurate resolutions.

Often, longer ticket times or player frustration occurs when Chatform AI mistakenly selects the wrong ticket type because it misinterprets a query that sounds similar to another. By adding utterance examples, we’ve seen a 30% increase in accuracy, leading to improved support experiences for players.

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How to Add Utterance Examples

When setting up or editing a ticket type, you can add utterance examples near the ticket type name. To do this:

  1. Click the expand arrow next to the ticket type name.
  2. This will reveal three input fields where you can enter utterance examples.

These utterances should be phrased the way players typically express their issues. For example, if the ticket type is “Account Blocked” with a description like “Assist a player when they are having issues accessing their account,” possible utterances might be:

  • “I can’t get into my account.”
  • “There is an error when I log into my account.”
  • “My account was blocked.”

We highly recommend adding these examples, as they significantly improve the performance, ensuring that players receive more accurate and faster support.

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Ticket handling Description

Include a description that gives a good understanding of when to trigger the ticket handling instruction it is best to starts with “Assist a player when they are inquiring about…”. This gives Chatform explicit context on when to trigger this automation.

For example: “Assist a player when they are inquiring about the status of their recent withdrawal request.”

Rather than: “Withdrawal issues”

Clear descriptions allow Chatform to better understand the scope of each automation.

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Troubleshooting Chatform Selecting the Wrong Intent

The journey to perfect AI support requires continuous optimization. Initially, you may encounter some intent misclassification. This occurs for two main reasons:

  1. Multiple intents closely match the user’s inquiry, leading to the wrong selection.
  2. The intent might not be fully covered by any of the existing ticket types.

Understanding these issues will help you properly optimize your ticket types for better results.

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Multiple Covering Ticket Types

Sometimes, you may have two ticket types that both address withdrawal issues. While they may seem similar to an untrained support agent, they can have entirely different instructions for assisting the player. Selecting the wrong intent can result in longer tickets and frustrated players.

For example, consider the inquiries:

  • “I can’t make a withdrawal”
  • “I didn’t get my withdrawal”

These can represent different issues, but Chatform AI might classify them under the same ticket type, causing mismatches.

To prevent this, refine the descriptions to more accurately reflect the specific patterns you are noticing. Initially, your instructions might be something generic like “assist a player having issues with their withdrawal process.” However, to improve accuracy, you could specify:

  • “Assist a player who says they can’t make a withdrawal or that the withdrawal button is inactive.”

Providing explicit descriptions helps Chatform AI better classify and choose the correct ticket.

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Missing Ticket Type

Chatform AI is trained on a large dataset of conversations and support tickets, enabling it to assist the player to the best of its ability. However, if there is no exact match to the inquiry, Chatform may select a ticket type that doesn’t fully address the issue.

To improve this, expand the ticket types to cover instances that weren’t previously set up. Review patterns of conversations that ended up being escalated or delegated, as these often indicate that the player didn’t receive sufficient assistance with the current setups. Adding new ticket instructions to cover these instances is essential.

For example, you might have a ticket covering “bonus not credited” which works well generally to resolve these issues. However, if a special bonus is promoted to players, you might see a spike in escalation rates and a drop in automation rates. Once this pattern is identified, a new ticket type with an accurate name and description indicating coverage for this promotion is needed so that you can address players’ inquiries related to this promotion. This will improve results and prevent spikes in escalations due to knowledge gaps.

Remember, you can only offer effective assistance to your players if we successfully identify their needs and route them to the appropriate ticket type. This requires effort in naming and describing the ticket handling instructions accurately.

By following these naming and description conventions, you enable Chatform to provide more accurate and relevant support to players. If you need any further guidance, please feel free to reach out to your account executive.