New Integration: Auto-tagging email attachments
Overview
We have added a new component in Enate Marketplace, called Document Classification, that analyzes the attachments of incoming emails and automatically classifies them with a tag.
This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.
Check out this video to find out more:
Tagging is very helpful to add more structure to your files information, and it opens up further features such as auto-attaching files with certain tags to emails being auto-sent by the system, or into canned response mail sections in emails you're composing. Similarly, file tagging allows external automation routines to know which specific files to pick up from a work item at various points in the process, so it can often be crucial to do this if a file tag is needed later on in the work item's processing.
If at any point the technology you're using for this is not confident of the results, based on a confidence threshold that you can set by talking to the Enate Customer Success team, Enate will highlight this to a service agent in the files tab of a work item for them to look over and complete, giving you that 'human in the loop' support.
A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.
When confidence levels are lower, the tag would be highlighted in orange. In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference. Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.
This component can be switched on by your admin in the Marketplace section of Enate Builder. It is currently only available from a single technology provider, 'Infrrd', but more variations will become available in Marketplace over time.
Set Up
There are a few steps to follow when it comes to switching Document Classification component on.
1. Marketplace Setup
You'll first need go to the to Marketplace section of Enate Builder and click to activate the Infrrd Document Classification component.
In the following pop-up, you'll need to add the URL and account ID of your Infrrd platform.
You'll then need to add the model(s) you want to use. To add a model, you'll first need to make sure that it is already configured in your Infrrd platform. You'll then need to enter the following information, all of which can be found in your Infrrd platform:
Model ID
Model name
API key
You can add as many models as you like. These models are what determines how documents get classified. For example, you might have configured a model that is trained to only identify invoices, so that would be the model you would want to use for your invoice processes.
Once you have entered all of the above information, you'll need to test the connection.
Once the connection has been tested successfully, click to activate.
2. Contract Setup
Once the adapter is activated, you'll need to make sure that the correct model is used for the right process. This involves adding the model to the contract settings of the desired process.
To do this, go to the Service Matrix and open the contract settings of the desired process.
You'll need to fill in the following two settings:
Document Classification Model - enter the model you want to use here. You can refresh to view the updated list of models available.
Allowed File Types for Document Classification - enter the file types you want to be considered for file classification here.
3. File Tag Setup
You'll also need to make sure that all the file tags you might need are set up in the system. This is done from the File Tag section in the System Settings page of Enate Builder.
You can find more information about adding and maintaining your file tags here.
And you're done.
How it works at runtime
In Work Manager, when an email comes in for that process with an attachment, if the attachment is of the right file type as defined in the process' contract, it will be analyzed and automatically classified with a tag by Infrrd.
A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.
When confidence levels are lower, the tag will be highlighted in orange.
In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference.
Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.
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