What are AI Fields?

AI Fields leverage AI capabilities to identify and extract key information from customer messages, automatically populating this data into fields. Additionally, customers can add their own custom variable fields. This helps Solvea understand user messages more accurately, reduces the manual data entry time for human customer service agents handling user message records, and prevents the omission of customer information.

What information can AI Fields extract?

1. Extracted Variables: AI “extracts” the original text from the message content to populate variable fields. For example: an order number sent by the user.
2. Categorized Variables: AI “categorizes” message content based on the original description, then selects the most suitable option from customer-defined fixed choices to populate variable fields. For example: brand, SKU.

Common Scenarios for AI Fields

1. Cross-System Automatic Data Synchronization:
2. Through preset variables, information flows seamlessly between multiple systems. Solvea can directly call synchronized data to execute processes, eliminating repetitive information collection and improving processing efficiency.
3. 🌰 Example: In some customer ticketing systems, the system can automatically retrieve relevant customer information (e.g., an order number). If this information is preset as a system variable, when the ticket workflow is handed over to Solvea for processing, simply referencing the corresponding variable name allows Solvea to automatically fetch and display the detailed information associated with that variable.

1. Multi-Node Information Consistency Assurance (especially in Multi-Agent scenarios):
2. By using globally unique identifiers (variables) as information anchors, Solvea can stably track core data during multi-stage processing in complex flows, avoiding the risk of information misalignment during cross-node transfers.
3. 🌰 Example: When a Multi-Agent system involves multiple individual Agents, complex processes can lead to confusion in the transfer of key information. If crucial information (like an order number) is set as a variable, this variable acts as a fixed unique ID. When Solvea switches between different Agents, merely mentioning the variable allows Solvea to accurately extract its value.

How to Use AI Fields

Step 1: Go to the Variable Configuration Page

① Access “Variables” from the left sidebar menu.

② Click “Custom Variable.”

🎵 System-provided variables will be marked as “System” under “Variable Type” and do not need to be added by the customer.

Step 2: Edit Variable

Fill in the variable name, description, scope of application, and type.

🎵 Why is it necessary to specify the “Scope of Application” as “Email or LiveChat”?

Because some fields are only meaningful within certain scopes. For example, in the Email channel, you might need to extract the customer’s name to address them in replies, but this isn’t necessary in the LiveChat channel.

Step 3: Applying Variables

Currently, variables are primarily applied within Agent configurations (tools can indirectly use AI-identified results, like order numbers). For detailed configuration methods, please click to refer to “Building an Agent“.