Intelligent Case Filling

Prerequisites

• The Intelligent order filling, Case 2.0, AppCube, Customer Center, and Intelligent Agent (the number of intelligent agents is greater than 0) features have been enabled for the tenant space.
• The tenant administrator has enabled the Intelligent order filling feature for agents on the Agent Management page.
• The tenant space administrator has set Enabling the Intelligent TT Filling Feature to Yes on the Configuration Center > System Management > Tenant Parameter page.
• To use the LLM-based intelligent case filling function, you have enabled the LLM Engine feature with Case type identification and Case field identification selected.
• The tenant administrator has completed Building the LLM-based Intelligent Case Filling Service.
• The tenant administrator has completed Building the Intelligent Case Filling Service Based on a Small Language Model.
• Configuring SMS Gateways and Configuring Email Gateways have been completed.

Procedure

1. Click on the workbench as an agent.
2. Select a case type on the Select Work Order Type page based on business requirements.

   The system automatically extracts information contained in the text of the conversation between the customer and agent and provides three case types of the OU to which the agent belongs and a case type list of the OU on which the agent has the read and write permissions for the agent to select.

3. Select a case type. The Case Information card is displayed on the workbench.
4. Configure the case content.

   Table 1 GUI elements on the Case Information page

   Element	Type	Description
   Automatic extraction	Button	After this switch is turned on, the Case Type, Case Title, and Case Description fields can be automatically configured.
   Case Type	Drop-down list	Case type associated with the current case. The options are all case types configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page of the tenant space.
   Case Title	Text box	Short description of a case. This parameter can contain a maximum of 128 characters. The system automatically extracts information contained in the text of the conversation between the customer and the agent and sets this parameter.
   Case Description	Text box	Case details. This parameter can contain a maximum of 20,000 characters. The system automatically extracts information contained in the text of the conversation between the customer and the agent and sets this parameter.
   Deadline	Time selection control	End time of a case.
   Priority	Drop-down list	Priority of a case. The options are as follows: Low Medium High Critical
   Channel	Drop-down list	Source of a case. The options are as follows: Voice Whatsapp Web Email WeChat Facebook X (Twitter) LINE SMS Others
   Customer Number	Label	Customer number.
   Associated Customer	Drop-down list	Customer associated with a case. The options are customers configured on the Customer Center > Customer Center Management page.
   Contact Record ID	Label	Contact record ID.
   Is Direct Reply	Button	Whether the current agent processes the case. The options are as follows: : yes : no
   Assignment Mode	Option button	Assignment mode. The options are as follows: Manually Auto Automatic assignment is performed based on the case assignment rule on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Assignment Rule page. This parameter is not displayed if Is Direct Reply is enabled.
   Owner Type	Option button	Owner type. The options are as follows: Case Queue: Assign the case to a group. Agent: Assign the case to an agent. This parameter can be configured only when Assignment Mode is set to Manually. This parameter is not displayed if Is Direct Reply is enabled.
   Owner	Drop-down list	Case owner. When Owner Type is set to Case Queue, select the case queue configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Queue page. When Owner Type is set to Agent, select an employee in the tenant space. If Claim is selected, the owner is the creator of the current case by default. This parameter can be configured only when Assignment Mode is set to Manually. This parameter is not displayed if Is Direct Reply is enabled.
   Attachment	Button	Uploading an attachment. The attachment supports the following formats: JPG, PNG, PDF, JPEG, GIF, DOC, and DOCX. A maximum of five attachments can be uploaded, and the size of an attachment cannot exceed 5 MB.
   Refill	Button	Invoking an LLM to extract the information contained in the text of the conversation between the customer and the agent.
   Customer Notification	Check box	Whether to notify the associated customer and the notification mode. The options are as follows: Customer Notification--Email Customer Notification--SMS The corresponding email address or mobile number of the customer to be notified needs to be configured on the Customer Center > Customer Center Management page.

5. Click Save.