🤖 AI-Powered Case Categorisation
The Layer’s AI automatically matches a case’s subject with the most relevant case category and sub-category. This ensures cases are tagged appropriately from the start, improving team efficiency and reporting accuracy.
How It Works:
When a user creates a case, the AI scans the subject line.
Based on previous data and trends, it suggests:
A case category
A sub-category
The user can accept, edit, or override the suggestion.
🧠 AI Training via Feedback
To improve accuracy, users can provide feedback on AI suggestions:
Mark as Good ✅ – Confirms the AI selected the correct category/sub-category.
Mark as Bad ❌ – Tells the AI the suggestion was incorrect.
Reset ♻️ - Allows the user to reset the AI suggested category
Over time, this feedback trains the AI model, allowing it to more accurately assign categories in future cases. The more it's used and guided, the smarter it gets.
✍️ AI Writing Assistant
The AI writing tools help teams generate, rephrase, and summarize written content for both internal notes and external communication.
Key Use Cases:
Email Drafting: Re-writes the body of an email to match your company's brand voice.
Note Summarization: Turn case notes or chat logs into brief, actionable insights.
Opportunity Spotting: Summarize notes to identify upsell or cross-sell opportunities.
Follow-Up Flagging: Highlight key next steps or unresolved items from previous interactions.
🎯 Brand-Specific Writing Styles
Admins can configure custom AI prompts under the Settings > AI Prompts Configuration, like the example shown below.
Each prompt can define:
Safety (e.g., remove offensive language)
Tone (professional, friendly, casual, etc.)
User Intent Handling
Knowledge Accuracy
Engagement Style
These presets ensure all AI-generated content stays on-brand and matches your business communication standards.
Lets see it in action!