Introduction
Naverisk integrates artificial intelligence to help streamline your service desk operations, providing automated ticket summaries and real-time email sentiment analysis. Use this guide to enable and utilize these features across your clients.
Enable AI features
AI features are disabled by default and can be managed globally or on a per-client basis.
Navigate to AI Settings:
Go to the Settings page,
Click on AI Settings icon.
Select Client Node:
To configure AI on a per-client basis, pop out the Client Tree and select the top-most client you wish to alter.
Activate the Feature:
Select the Enabled radio button. If you want to apply this configuration to all clients and subclients beneath the currently selected client, check the box to copy the configuration down.
Select the AI Model Region:
Use the Geographical Location drop-down menu to select the range of AI models mapped to your preferred region.
Save Configuration:
Click Save Settings to activate the features.
Ticket AI Summary
The AI Summary feature uses machine learning to analyze long email exchanges and internal notes within a Support SLA ticket, producing a clear and concise overview of the issue.
Existing Tickets: Automatically processes notes and activities to generate a running summary.
Newly Created Tickets: The system moves the initial Ticket Description into the Ticket Activity log and replaces the primary Ticket Summary field with the newly generated AI Summary, ensuring engineers see a concise objective immediately upon opening the ticket.
Viewing AI Summaries from the Grid
The generated AI Summary is also available as a column directly within the main Service Desk ticket grid. Technicians can quickly review high-level details without leaving the main queue; clicking on the hyperlinked summary value inside the column opens a full modal view of the summary text for detailed reading.
Ticket AI Email Sentiment
AI Email Sentiment analyzes the tone of incoming customer emails to gauge their current level of satisfaction. This allows dispatchers and engineers to prioritize frustrated clients or escalate tickets proactively.
The sentiment rating is visible in three locations:
Per-Email Level: Displayed next to each individual email entry on the Ticket Activity page.
Ticket Overview Level: A cumulative, running overall sentiment score for the entire ticket is provided at the top of the Ticket Activity page.
Service Desk View: Visible directly as a column on the main Service Desk grid, allowing for quick sorting and filtering based on client mood.
