Fill fields, predict CSAT and suggest macros with AI add-ons

The AI add-ons are three extra features that come with the copilot. Admins find them in Admin Center, Integrations, AI & translation, on the Add-ons tab.

Add-on	What it does
Entity detection	Reads a new ticket and fills the fields you choose, such as an order number or a product
Predicted CSAT and escalation risk	Scores open tickets so you can spot unhappy customers early
Macro suggestions	Finds replies agents keep typing by hand and drafts a macro for each

Entity detection

1. Turn on Entity detection in the AI settings.
2. On the Add-ons tab, choose Add field and pick a ticket field: text, number, date, pattern or drop-down. You can add up to 10.
3. For each field, write What to look for, for example “the order number, like ORD-12345”.
4. Choose Save.

When a ticket comes in, AI reads what the customer wrote and fills the fields that are still empty. Each value is checked like any other field value: a drop-down only takes one of its options, a date must be a date. A value that doesn’t fit is dropped.

The change shows in the ticket history as a system change, so your triggers can react to it. Entity detection runs in the background and does not use your agents’ copilot actions.

Predicted CSAT and escalation risk

When this is on, ChaosDesk scores every open ticket and writes two drop-down fields:

• AI: predicted CSAT: likely good, uncertain or likely bad;
• AI: escalation risk: low, medium or high.

The scores come from the ticket’s sentiment, words such as “manager”, “complaint” or “cancel”, the number of customer messages, how long the customer has waited, whether the ticket was reopened, and its priority. The CSAT prediction learns from your own good and bad ratings of the last 90 days.

Use the two fields in views, triggers and reports. Agents see both, with the reasons, in the copilot’s Auto assist tab.

Predictions make no AI model call, so they cost nothing extra.

Macro suggestions

1. Turn on Macro suggestions in the AI settings.
2. On the Add-ons tab, choose Find new ideas.

ChaosDesk looks at agents’ public replies of the last 60 days. When three or more similar replies on different tickets are not covered by an active macro, AI drafts one generic macro with placeholders.

For each suggestion you can Show reply to see the original replies, then Create macro or Dismiss. A created macro starts inactive: review it and switch it on in Admin Center, Business rules, Macros.

Not to be confused with the macro menu’s suggestions, which show existing macros used on similar tickets.

Your data

Entity detection and macro suggestions send ticket text to the AI provider with personal data masked first, as described in AI and your data. Their use shows in AI usage by feature.

Related

• AI in ChaosDesk
• Turn AI features on or off
• Intent, sentiment and language detection