User Guide - MTS AI Case Assistant

Introduction for Users

MTS AI Case Assistant helps you process cases faster by: - Automatically assigning cases to correct person - Generating draft responses in seconds

You don't need to do anything special - the plugin works automatically!

How the Plugin Works

When a New Case is Created

1. Automatic Classification - AI reads content and identifies category
2. Automatic Assignment - Case is assigned to suitable user
3. Logging - Every decision is recorded

You will notice the case has been assigned when you open it.

When You Need to Respond to Customer

You can generate automatic reply drafts:

Using Generate Reply Feature

Method 1: From Case Detail

1. Open case that needs response
2. Look for Generate Reply button (if configured)
3. Click to generate draft

Method 2: Wait for Auto-Resolve

If Admin enabled Auto Resolve in Routing Config: - After case is assigned, AI automatically generates draft - Draft appears in Case Updates as internal note - You review, edit if needed, and send to customer

Working with Drafts

View Draft

1. Open case
2. Look at Case Updates
3. Find update named "Auto generated case update — MTS Case Assistant"

Edit Draft

The AI-generated draft is a starting point - you should: - Check information accuracy - Add details if needed - Adjust tone if needed - Send to customer

Send Response to Customer

1. Click Reply or Send Response
2. Choose to send as email or internal note

Usage Scenarios

Scenario 1: Case Automatically Assigned

You will see: - Case has assigned user - Log in AI Action Logs

You do: - Accept case and process normally

Scenario 2: Writing Draft from Scratch

You will see: - Case exists but no draft yet

You do: - Click Generate Reply (if available) - Or write normally

Scenario 3: Case Assigned Incorrectly

You will see: - Case assigned to wrong person

You do: - Re-assign case manually via normal SuiteCRM - No need to change plugin configuration

Best Practices

Increase Efficiency

✓ Use draft as base - No need to write from scratch
✓ Check before sending - AI may miss information
✓ Add personal touch - Add case-specific details

Avoid Mistakes

✗ Don't send draft immediately - Always review first
✗ Don't trust 100% - Verify information accuracy
✗ Don't skip KB - Add KB information if available

FAQs for Users

Q: Is automatically assigned case accurate?
A: AI classifies based on content. Most cases are accurate. You can re-assign if needed.

Q: Are AI-generated drafts good?
A: Draft is a starting point. You should review and edit before sending.

Q: Do I need to do anything special?
A: No. Plugin works automatically. You process cases normally.

Q: If AI generates wrong draft?
A: Edit as normal. There's no difference.

Contact

• Website: mientrungsoft.com
• Email: anhnhatuit@gmail.com
• WhatsApp: +84973131884