What is Triage LLM Model Auto-Generation?
The Triage LLM Model Auto-Generation feature allows you to build your model using tickets from your help desk as training data. This enables you to quickly develop a customized LLM policy based on actual customer interactions. With this feature, creating a model becomes faster and more efficient.
Who can use it?
All customers with help desks supported by self-serve Triage can take advantage of this feature. Check the Triage Large Language Model documentation for a list of compatible help desks.
How many tickets should I include in the auto-generation?
To ensure high-quality output, we recommend keeping the total number of tickets below 100,000 after applying filters. Please note that adding too many tickets may result in longer generation times for the model.
How to Use Auto-Generation in Triage
Note: Before you create a model, make sure your help desk is active and connected to Forethought. You can check this by going to Settings > Integrations.
Steps to Create Your Model:
- Go to Triage > Models > Create Model.
- Input your model name and model description.
- Click on Auto-generate.
- Choose a ticket field. The model will be generated using tickets that have values in the selected ticket field.
- Select a time period for the tickets you want to include.
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Optional: Use a ticket filter to include or exclude specific tickets.
- Click Create.
- Wait for your model to process. This can take anywhere from a few minutes to a couple of hours, depending on how many tickets you have. While more tickets may extend the processing time, they also contribute to creating a better model.
What Happens After Auto-Generating a Model?
When Your Model is Successfully Created:
Once your model is generated, the following components are also automatically created:
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- Labels
- Description
- Training phrases
- Value mapping
- Labels
Take a moment to review these components and make any edits necessary to align them with your business needs. Then, go to the ‘Configuration’ tab to configure it to the Helpdesk output field. For more information on configuring your model, see Triage Large Language Model (LLM).
If Your Model Fails to Generate:
Don’t worry! You will receive an email explaining why it didn’t work, so you’ll have an idea of what to fix. If you need help, reach out to your Customer Success Manager or submit a support request.