In this article, we will be covering RegEx expressions specifically for Ticket Automation
Unlike chat, there is a lot of content in the email that could just be noise and adds no value to the conversation for the AI to process. You can however find generic RegEx examples here too.
Some examples of this include:
The end of the email is usually worthless from a content perspective for the virtual agent to infer an understanding of the conversation. Remove/hide everything after the client has signed off / ended the email. For example "best regards", "sincerely", " kinds regards" etc. We have a preset that you can add called
--- which takes the common email sign-offs to remove that text and the subsequent information which could be the thread of the email, a reply from a newsletter or other post-signature information.
Remove Text After Attachments
Typically images are attached to the end of the email but there may be signature or policy information. Alternatively, your customers may respond to marketing communication or a forwarded email and thus those previous/forwarded messages follow afterward, so it can be better to cancel everything after the attachments are out from AI processing.
Consistent Formatting to be Ignored
This could be data from your web forms around whether a user was logged in or other recurring information at the beginning of the ticket you would like to ignore. Let's say I have a text that tells me key information about the user starting with Pages Viewed and then I know all of that fluff ends with a unique term like Comment, I can hide it with a RegEx like.
This can be done in any part of the message as long as unique terms can be determined and then you can cancel noise at the beginning, middle and end of the message with this method.