Calculus AI in Live Chats Contact Sentiment Calculus AI for Email Assistant to Recommend Content Best Time to Contact Conversation Insights Coaching Natural Language Query (NLQ) Calculus AI for Email and Call Analysis Ask Calculus AI AI Widgets in Vtiger CRM

 

Feature Availability

Vtiger Editions: One Growth | One Professional | One Enterprise | One AI

Introduction

Handling Cases efficiently is crucial for providing timely and accurate customer support. To use this feature, the Calculus AI add-on must be installed in your CRM. Calculus AI in Cases helps support agents manage and respond to case related emails more effectively. By clicking the Calculus AI icon, agents can get a quick summary of the Case and access relevant information without switching screens. When drafting a reply, the AI reads the selected email, identifies similar records for context, and generates a suggested response streamlining the workflow and making case handling faster and more organized.

Use Case

When a customer raises a Case about a product malfunction and follows up with troubleshooting queries, the support agent can use Calculus AI in Cases to respond quickly and accurately. By opening the customer’s email in the Case Activity section and clicking AI Review and Insights, the agent instantly gets a summary of the issue, smart reply suggestions, and an effectiveness rating. While drafting the reply, Calculus AI also references similar past cases, extracts the customer’s key questions, and allows the agent to ask custom queries for additional context. This enables the agent to send an informed and consistent response within minutes, reducing effort and ensuring faster resolution for the customer.

Benefits of Calculus AI in Cases 

The benefits of using Calculus AI in Cases are:

• Improved Accuracy – By referencing similar records and the case summary, AI reduces the chance of errors in replies.
• Better Context Awareness – Agents get suggestions based on past cases, helping them provide more informed responses.
• Consistent Communication – AI-generated responses maintain a uniform tone and style across all agents.
• Reduced Workload – Agents spend less time composing emails and searching for related records.

In this article, you will learn about:

• Using Calculus AI in Cases 

Using Calculus AI in Cases 

Follow these steps to use Calculus AI in Cases:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Support.
4. Click Cases. The Cases List View opens.
5. Select and open the required Case. The Summary View opens.
6. Go to the Activity section. 
7. Select the email you sent.
8. Click AI Review and Insights in the email. 
9. View the following information:
   1. AI Summary – A quick overview of the email content.
   2. AI Suggestions – Smart recommendations for possible replies.
   3. AI Rating – An evaluation of the email’s effectiveness.
10. Click the Reply button. 
11. Click the Calculus Suggestions
    1. AI Suggestions
       1. Similar Records – View references to related past cases or records.
       2. Queries from the customer’s latest email – Extracted questions for clarity.
    2. Ask Custom Query – Enter your own question to receive a contextual AI response. 

Best Practices

• Always review AI suggestions before sending – Ensure the response aligns with your company’s policies and tone.
• Leverage similar records – Use past cases to enrich responses and provide tried-and-tested solutions.
• Refine AI with custom queries – Ask targeted questions to improve the relevance of AI-generated suggestions.
• Balance AI with human judgment – While AI speeds up responses, add a personal touch where necessary.
• Monitor AI Ratings – Use ratings to improve communication quality and refine response strategies over time.

Reference 

• Websense Tracker
• Instagram DM Integration with Vtiger CRM
• Twitter DM Integration with Vtiger CRM
• Facebook integration with Live Chats
• AI Agent Builder
• Vtiger Chatflows