Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Small Language Model Zone/ Building the Intelligent Case Filling Service Based on a Small Language Model
Updated on 2025-01-23 GMT+08:00
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Building the Intelligent Case Filling Service Based on a Small Language Model

Intelligent case filling uses the TUC and LODAS models to automatically extract information from the texts of conversations between customers and agents as well as quickly and accurately fill the information in the corresponding case form, reducing the pressure of manual case filling.

Prerequisites

  • Contact the system administrator to sign in to the AICC, choose Call Center > Tenant Management, and enable the Intelligent Case Filling, Case 2.0, AppCube, Customer Center, and Intelligent Agent (the number of intelligent agents is greater than 0) features.
  • The LLM Engine feature has been disabled for the tenant, or the case type identification and case field identification services are not selected after the LLM Engine feature is enabled.
  • The tenant space administrator has set Enabling the Intelligent TT Filling Feature to Yes on the Configuration Center > System Management > Tenant Parameter page.
  • The tenant space administrator has enabled the Smart Form Filling feature for agents on the Configuration Center > Employee Center > Agent Management page.