The Ticket Predictions API enriches tickets with important metadata derived from machine learning models. In the early access program (EAP), the API offers the following machine learning predictions:
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Language: The language the requester used to write the ticket’s subject and description. Language predictions are available to all accounts during the EAP.
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Intent: What's the ticket about? It's a hard question to get right but foundational to solving requests effectively. Intent is derived from the ticket description. The intent predictions are only available for customers on the Intelligent Triage EAP.
Having this information readily available can enable automated triage to agents who speak the language and have the right expertise.
EAP limitations
You should expect to wait 1-2 minutes after a ticket is created before you'll receive predictions for the ticket in question. However, during the EAP this might take longer time, or you might experience unexpected outtakes where tickets are skipped. We'll be improving this during the EAP, but encourage you to let us know about these inconveniences and how they affect your use cases.
How can I start using the new API?
Support for the Predictions API has been placed on-hold and the EAP has been closed for the time being. If you are actively using or have signed up for this EAP, we will be reaching out soon with next steps. For anyone else interested in adding predictive intents and language prediction to your customer interactions, please consider the Automated Triage EAP to see if that fits your requirements.
If you are still using the Ticket Predictions API, Developer resources can be found here until the service is disabled.