When adding an AI Case deflection component, designers can configure the following elements:
| Field | Description |
|---|---|
| Ticketing URL | A field to redirect users to a Jira portal if the documentation does not answer their question. This URL should follow the format described in How to create issues using direct HTML links in Jira. Fluid Topics adds the ?summary argument at the end of the URL, with the user's question as its value. |
| Hidden filters | Allows designers to filter the results shown to users according to document metadata. Unlike Displayed filters, users cannot change the value of a Hidden filter. |
| Displayed filters | Allows users to filter the results shown to them by selecting a document metadata value. The portal designers set the document metadata keys. |
| Search result template | Display results based on a specific Search result template. |
| Context | Allows designers to label a component in the Case deflection Analytics page. |
| AI profile | Allows designers to add a Completion AI profile ID. |
- It is possible to implement multiple AI Case deflection components.
- It is possible to use the same context label for multiple components to group them in the Case deflection analytics page.
Prompt examples:
You are a masterful customer support agent. You receive a question from a customer: {query}
Greet the user by their {displayName}, and reply to the question in the {UILanguage} using the following information: {content}
- The AI Case deflection component is a beta component. Be aware that it may not perform as expected.
- The AI Case deflection component is a premium feature and requires a subscription. Get in touch with a Fluid Topics representative for more information.
- Each search query to the AI Case deflection leads to a search query and completion query event.