We need a feature to detect Fin attributes / ai categories even if in a Workflow or Channel (even if Fin isn’t enabled for that workflow/channel)
Previously in the AI Categorization Beta there was a feature to add AI Category detection to a workflow so we had more control over when Fin set the attributes.
A few use cases that would benefit from this:
- Detecting category earlier in the process so we can route conversations using categories and not wait until handover or closure, it seems that Fin doesn’t take this action early enough in some cases to route this effectively.
- Detecting Spam on Email without Fin over Email being required, this was a very useful case for many clients who may not want Fin on email.
- Minimizing resolution costs while still tagging attributes - this could be a lower cost for adding attributes or maybe a monthly fee for attribute tagging on non active Fin workflows?
See this thread for more context as well