SIDD, as an Artificial Intelligence, operates through a process called "Machine Learning" to continually learn and grow in accuracy through the actions that you and other SIDD users choose.
SIDD analyzes the templates that are selected and matches them to key words in the customer's contact. SIDD can then predict which are the best templates to use for specific inquiries and issues. SIDD will rank the applicable templates by how confident SIDD is that this is the best template to use in this situation.
The confidence prediction will be displayed as a confidence score indicated in both a color and percentage tag.
The templates displayed at the top are those with the highest confidence predictions and will filter down as confidence predictions lower.
If SIDD does not identify any templates that would be applicable, SIDD will invite you to either explore all the templates available in the template library or search based on text input in the search bar at the bottom of the tab.
Is there anything we could do to improve this article? Did the above steps not answer your question or resolve your SIDD issue? If so, please reach out to us via Live Chat, submit a ticket or send us an email at firstname.lastname@example.org and we will assist as soon as possible!