Categories are labels used for the predictive classification of incoming text workitems such as SMS, email, and chat. Category Summaries are machine learning classifiers that predict the labels of these workitems using Google’s AutoML service. By using AI to route text-based workitems accurately, Categories enhance user productivity and reduce queue and response times.
Creating Categories
Creating a Category involves defining a classification that groups similar workitems together, ensuring they are handled consistently.
Search for the Category icon on the options menu. Click Plus (+) and fill out the required information (Identifier, Name, and Description).