ExtrAAAAAAAAct! ExtrAAAAAAAAct!*

When I spent most of my time in a support queue, I hated triage. Skimming. Categorizing. Labeling. Deleting spam. Assigning tickets to someone with a particular set of skills. That quick first pass is critical but boring for teams with large support volumes and a constant ticket influx. So very boring. Soporific, even. And boring leads to mistakes, and no one wants to (1) be bored or (2) work with a bunch of bored people.

That's why triage work should be automated as much as possible. And that's exactly what the new "Extract keywords" action in your Yetto automation does.

“Extract keywords” lets you label, assign, or even autorespond to tickets based on a short list of keywords or phrases pulled from your conversations in Yetto. The action uses OpenAI behind the scenes, so you'll need to enable AI features in your organization before using it. When using the action in your automations, we give it your inbox's labels for context, so the keywords extracted will be a list of labels that are most likely to relate to the conversation.

This isn't just automated labeling. It's not just a single new action, either. It's an action that can prompt a series of conditional actions.

That might sound like forbidden dark magic, but it's good magic, aka technology that works. Use "extract keywords" to get a couple of key terms that describe a conversation, and tell Yetto to use those terms to add a particular label. Or assign it to the right person or pick an autoresponse or mark it as spam and close it.

The options are pretty open, and this is just the start. There are more ideas in the works for other actions that enable faster and more automated triage, cross-platform routing (send a conversation to Engineering as a bug report, maybe?), and more. Keep an eye on this space and our changelog to find out as it happens!

We're rarely bored at Yetto. You shouldn't be bored either, and your customers shouldn't get boring support.

*Imagine hearing the title in this voice.