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Does our current ICA ML model use data from fields outside of the case description?

Modified on Thu, 08 Dec 2022 at 01:28 PM

Fields like product, sub_product, issue_type, etc.

SupportLogic can leverage both the Natural Language Processing (NLP) and case metadata, but that does require a custom configuration and would needs to be reviewed by both the customer and SupportLogic to do so.

If you believe that your Case Assignment skill and complexity predictions require case metadata over and above what SupportLogic gleans from our Machine Learning (ML) engine, please reach out to your Customer Success Manager to discuss options available for your organization.

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