Going through hundreds of support emails can be overwhelming for a support agent or business owner. With machine learning, it would be helpful to know the ticket sentiment, so support agents can prioritize negative tickets.
What it does
Sidr Gmail support assistant brings you insights into the support email you received. For any arbitrary email format, the assistant will provide email categories, key phrases, and sentiment.
How we built it
Sidr Gmail support assistant is a Chrome extension. We used our proprietary extension builder to bring the power of expert.ai NLP API to Gmail. On each page load, our extension will parse email content and turn it into sanitized plain text. The plain text will then be sent to expert.ai NLP API endpoint for further analysis. The result is then presented in the on-screen floating widget.
Challenges we ran into
Parsing Gmail message body turns out to be challenging. Since it's hard to recognize the actual message from raw HTML, we had to solve this in a better way by intercepting Gmail network requests.
Accomplishments that we're proud of
We were able to leverage the power of expert.ai NLP capability to make Gmail support tickets a lot easier to understand. Support agent also doesn't need to leave Gmail interface, since the result is present right where they work.
What we learned
Expert.ai NLP endpoints are extremely powerful. Beyond working well with support tickets, we were pleasantly surprised how well it works with other arbitrary emails too.
What's next for Sidr Gmail support assistant
We will be packaging it up and publish the extension in Chrome marketplace.
Since this is a Chrome extension, it can very easily adapt to other support messaging environments aside from Gmail, like Zendesk, Intercom, JIRA Service Desk, etc.