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Fusion Service - AI Flags Effectiveness

in Reporting & Analytics for Fusion Service

Summary:

In a typical call center, service requests (SRs) are managed by human agents (CSRs), AI agents, or a combination of both. Below categories identify this ownership,

  • AI-only: Service Requests that were completely handled by AI with zero intervention by a human CSR or agent.
  • AI-assisted: Service Requests that were handled at some point in their lifecycle by both AI agents (such as Triage agent or Resolution agent) and human agents. Note: The use of AI solely for generating an SR summary does not qualify the request as AI-assisted.
  • Non AI-assisted: Service Requests that were never "touched" by any AI agent (such as Triage agent or Resolution agent). Such SRs were handled by human agents during the entire lifecycle.

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