Editing Ai Customer Service (section)

== <span style="color: #FFFFFF;">Applying</span> ==
'''Ticket classification and routing system:'''
<syntaxhighlight lang="python">
from transformers import pipeline, AutoTokenizer, AutoModelForSequenceClassification
import torch

# Multi-label ticket classifier: intent + sentiment + priority
INTENTS = ["billing", "technical_issue", "returns", "account_management",
           "shipping", "product_inquiry", "complaint", "compliment"]

tokenizer = AutoTokenizer.from_pretrained("bert-base-uncased")
intent_model = AutoModelForSequenceClassification.from_pretrained(
    "bert-base-uncased", num_labels=len(INTENTS)
)
sentiment_pipeline = pipeline("sentiment-analysis",
                               model="distilbert-base-uncased-finetuned-sst-2-english")

def route_ticket(ticket_text: str, customer_tier: str = "standard") -> dict:
    # Intent classification
    inputs = tokenizer(ticket_text, return_tensors="pt", truncation=True, max_length=512)
    with torch.no_grad():
        intent_logits = intent_model(**inputs).logits
    primary_intent = INTENTS[intent_logits.argmax()]

    # Sentiment analysis
    sentiment = sentiment_pipeline(ticket_text[:512])[0]
    is_frustrated = sentiment['label'] == 'NEGATIVE' and sentiment['score'] > 0.85

    # Routing logic
    priority = "urgent" if is_frustrated or customer_tier == "enterprise" else "normal"
    queue = {
        "billing": "billing_team",
        "technical_issue": "technical_support",
        "complaint": "customer_success",
    }.get(primary_intent, "general_support")

    return {
        "primary_intent": primary_intent,
        "sentiment": sentiment['label'],
        "priority": priority,
        "assigned_queue": queue,
        "escalate_to_human": is_frustrated or customer_tier == "enterprise"
    }

result = route_ticket("I've been charged twice for my order and nobody has helped me for 3 days!",
                      customer_tier="premium")
print(result)
</syntaxhighlight>

; Customer service AI stack
: '''Chatbot platforms''' → Intercom, Zendesk Suite, Freshdesk, Salesforce Einstein
: '''LLM-powered bots''' → Intercom Fin, Zendesk AI, Kustomer AI, Forethought
: '''Voice AI''' → Nuance (Microsoft), Google CCAI, Amazon Connect
: '''Agent assist''' → Salesforce Einstein, ServiceNow, Cogito, Observe.AI
: '''VoC analytics''' → Medallia, Qualtrics, Insight7 (LLM-based feedback analysis)
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