Reviewing AI Answers

When you open a case that has not been answered yet, the AI assistant reads it and suggests an answer before the person who raised it hears anything. The suggestion appears in a dialog over the request, and nothing is applied or sent until you decide what to do with it.

The assistant only answers cases. A work order is outgoing — nobody is waiting on a reply to it — so it never gets a suggestion. Cases the system raises itself, such as a bounced email address, are already classified and never get one either. A case is only asked about once, while it is open.

The reply goes to everyone following the case except you. If nobody outside your team follows it — a case your team logged without linking the contact, for example — there is nobody to reply to, so the assistant only suggests the classification and you save it rather than send it. If someone should hear back, choose Decide Later, add them as a follower, and open the request again: the same suggestion comes back, this time with the reply and Send Reply. Once you choose Save, the suggestion is settled and the reply can no longer be sent.

What the assistant reads

Besides the request itself, the assistant is given the OMC’s posts from the last 12 months and its documents, chosen by each channel’s visibility:

Public channels are always used, even when the request has no contact, or comes from someone the OMC has no record of.
Restricted channels are used only through the roles the request’s contact holds, and a targeted item only when it matches the contact’s unit.
Confidential channels are never used, because your team reads the reply as well as the contact.

A request with no contact linked is answered from the public channels and its own words alone.

What the assistant suggests

The dialog shows the request as it was raised, then the assistant’s suggestion for each part of the answer:

Topic and Class — where the request belongs in the request taxonomy.
Area and Core — where in the development the request is about, when it can tell.
Then what? — whether to leave the request open for the team, or close it because the reply answers it.
Reply — the message for the person who raised the request.

Every part is only a suggestion. Change anything you disagree with before you choose what to do.

Your choices

Send Reply

Applies the classification and sends the reply to everyone following the request, under the name OurOMC Assistant. If you chose to close the request, it is closed as Complete and the reply is the closing message.

Save Without Sending

Applies the classification but sends nothing. Use it when the classification is right but the reply should not go out — the moment for it has passed, the matter was already dealt with another way, or the request should simply be closed without comment.

If you chose to close the request, it is closed as No Action: it goes straight to Accepted and nobody is told. If you left it open, it stays open with no new comment.

Decide Later

Closes the dialog and leaves the answer waiting. It is offered again the next time anyone opens the request.

Reject

Throws the answer away. Nothing is applied and nothing is sent, and the assistant is not asked about this request again.

How your choice is recorded

Every choice except Decide Later is kept on the AI log, along with who made it. Comparing what the assistant suggested with what you kept is how its accuracy is measured: an answer sent exactly as suggested counts as accepted, and one you edited counts as changed.

An answer saved without sending also counts as changed, because not sending the reply is itself a change. Its classification is still compared with what the assistant suggested, but its wording is not scored — a reply that was never sent says nothing about whether the wording was right.