This feature analyzes the volume of tickets and the Solvea processing rate for different user message intents. By understanding the proportion of tickets for each intent, you can identify the most common user concerns. It also helps in observing differences in AI processing effectiveness for various intents and issues, seasonal fluctuations in related problems, and periodic changes in processing rates. This provides decision-making support for upgrading intelligent services.

Analysis Metrics

► Total Tickets: The total number of service requests under this intent category.

► AI Reply Volume / Rate: The number and percentage of tickets replied to by AI (AI Reply Volume ÷ Total Tickets).

► AI Processing Volume / Rate: The number and percentage of tickets actually resolved by AI (AI Processing Volume ÷ Total Tickets).

► Tickets Transferred to Human Agent / Ratio: The number and percentage of tickets requiring manual intervention (Tickets Transferred to Human Agent ÷ Total Tickets).

Step-by-Step Guide:

① After logging in, click on “Report” in the left sidebar and select “Analysis of the intention of the letter”.

② Here, you can filter by creation time.

③ Here, you can filter by the source channel of user messages.

④ View the data details for this intent.

⑤ Filter by the message time corresponding to this intent.

⑥ Filter by the source channel of user messages.

⑦ Filter by incoming message intent (you can directly view the data performance of other intents).