AI Auto Email Process

The AI Search Connection enables the system to retrieve relevant information—like past tickets, knowledge base articles, or FAQs—based on the content of a new ticket or user request. It uses Azure AI Search to find and surface the most relevant results.

Step-by-Step How It Works:

1.User Submits a Ticket
When a requester submits a new ticket (via email, portal, or form), the AI reads the Title and Description fields configured in the settings.

2.AI Analyzes Content
The AI processes this content to understand the issue. If keyword extraction is enabled, it pulls out important terms from the user’s message.

3.Connection to Azure Search
Using the specified AISearchConnection (e.g., ccsazsearch3), the system queries the Azure Search index (IndexName) such as nitrohelpdeskv35.

4.Fetch Relevant Articles
Based on the keywords and description, the AI searches the content index (which may include previous tickets, internal solutions, or help articles) and fetches relevant entries.

5.Generate Suggested Response
These matched items are used to:

oProvide an AI-generated auto-response to the user.

oAssist the support agent by suggesting possible solutions.

6.Improve with Context (Optional)
Depending on the configuration:

oStaff responses, system notes, or just the requester’s message can be included in the search context (based on the IncludeStaff, IncludeOther, and LatestRequesterMessageOnly flags).