Pain point: Currently, customers often select random categories to initiate a conversation with a human agent. This behavior may stem from the AI's inability to provide useful answers, leading to inefficiencies in ticket handling and resolution.

Goal: To enhance the accuracy and efficiency of ticket categorization by implementing an AI-driven system that automatically analyzes and assigns the most relevant category to each ticket.

Detailed description:

The proposed feature aims to improve the customer support process by leveraging AI technology to automatically categorize support tickets. By analyzing the existing categories and evaluating each ticket's content, the AI can assign the most relevant category. This will minimize the instances of miscategorized tickets and ensure that they are directed to the appropriate human agents more efficiently.

The AI system should learn from the categories assigned by human agents to continually improve its accuracy. This learning process will ensure that the AI becomes more adept at understanding ticket content and making appropriate category assignments over time. This feature will streamline the ticket handling process, reduce wait times for customers, and improve overall customer satisfaction by ensuring they receive the most relevant assistance promptly.