To learn more about the Resolution feature, click here.
The Pathlight CI Resolution feature decides whether a conversation was "resolved" or "not resolved.” This feature is customized to match the specific criteria for what counts as a "resolved" conversation within a particular Pipeline, guaranteeing that the term 'Resolution' aligns with your business objectives.
How do we define a Resolved conversation?
Your organization can set the criteria for a "resolved" conversation. For instance, if a customer brings up several issues, you could decide that resolving just the first issue is enough. You can improve how accurately conversations are labeled "resolved" according to your guidelines by fine-tuning the LLM prompt.
Here's a sample prompt that's more general and doesn't define what makes a conversation "resolved."
Was the customer's issue completely resolved during this call?
On the other hand, below is a more refined version that will produce more accurate results.
Evaluate the conversation for 'resolution' based on the following criteria: 1) The primary issue identified at the beginning of the conversation has been addressed with actionable solutions or information, and 2) The user has acknowledged that the primary issue is resolved or no longer requires immediate attention.
How to configure the prompt for Resolution
As an Administrator user, follow these instructions:
1. Once logged in, go to the account's Settings tab in the bottom left-hand corner of your screen
2. Select the CI tab
3. Select the three dots next to your desired Pipeline
4. Choose the Settings button
5. Select the Tagging tab
6. In the Resolution field, enter the prompt that outlines your organization's criteria for considering a conversation as "resolved."
7. Once you are finished, select the Save button
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.