Good day Splynx Team,
We would like to request an enhancement to the existing AI Summary functionality within Splynx Tickets.
Ideally, the AI should analyse the complete ticket, including the ticket body and communication history, and provide a concise NOC-oriented summary.
We would like the AI summary to include the following information:
1. Communication / Response Times
The AI should analyse the communication history and provide:
Number of customer responses
Number of NOC/agent responses
Average response time between communications
Longest response interval
Who is currently waiting for a response — customer or NOC
This would help the NOC quickly identify tickets where communication may be delayed.
3. Issue Identified
The AI should analyse the ticket conversation and clearly identify:
What issue the customer originally reported
Symptoms described by the customer
Any troubleshooting already performed
Any confirmed technical findings
Any information that is still missing or needs to be obtained from the customer
For example:
Issue: Customer reports intermittent internet connectivity.
Troubleshooting completed: Customer has rebooted the router.
Outstanding information: Connection logs/ONT signal levels still need to be checked.
4. NOC Recommendation / Next Action
This would be particularly valuable.
Based on the information contained in the ticket, the AI should provide a recommended next action for the NOC engineer.
For example:
...
Recommended NOC Action: Check the customer's ONT optical levels and review the last 24-hour connection history for LOS/LOF events. If optical levels are normal, check for repeated PPPoE/session drops before considering escalation.
The recommendation should be based only on the information available in the ticket and should clearly distinguish between confirmed information and recommendations.
5. Suggested Customer Response
It would also be useful if the AI could generate a suggested response to the customer based on the current ticket status.
For example:
...
Proposed AI Summary Format
Ideally, the information could be presented in a simple format such as:
NOC Quick View
Issue: Intermittent internet connectivity
Ticket Age: 2h 07m
Average Response Time: 18 minutes
Current Status: Investigating
Waiting On: NOC
Troubleshooting Completed: Router rebooted
NOC Action Required: Check ONT/optical levels and connection history
Escalation Required: Not currently
Recommended Next Step: Review connection/LOS history
The objective is to make the AI summary more than just a summary of the conversation.
We would like it to function as a NOC assistant, allowing an engineer to open a ticket and quickly understand:
What is the problem → What has already been done → What is the current status → Who is waiting → What should I do next?
We believe this could significantly improve NOC efficiency, reduce the time required to read through long ticket histories, and help ensure that tickets are progressed consistently.
Could you please advise whether this functionality is something that can be considered for the Splynx AI Ticket functionality, or whether there are already plans or configuration options available to achieve something similar?
Kind regards,
Karin Botha
