AI Tasks
Create classification, summary, field extraction, and reply draft tasks.
AI Tasks
An AI Task is a Studio configuration for what the local Runtime should do automatically to tickets. There are four kinds:
| Kind | Purpose |
|---|---|
| Classification | Predict a ticket attribute (queue, priority, service, type, or dynamic field) |
| Summarization | Write a summary into a DynamicField / CustomField |
| Field extraction | Extract one configured value from the first customer message into a DynamicField |
| Reply draft | Prepare a subject and body for agent review and sending |
Studio stores tasks locally. Runtime only runs active tasks. There is no training — classification is zero-shot from your value descriptions (see Classification tasks).
Open the list
- Sign in to Studio (Signing in).
- Click AI Tasks in the navigation.
Each row shows name, kind, target attribute, LLM size, status (Active / Inactive), and optionally Archived.
Create a task
Top right:
| Button | Effect |
|---|---|
| + New AI task | Empty classification draft — opens the detail page |
| Add summary task | Empty summarization task — opens the detail page |
| Add extraction task | Empty field extraction task — set the DynamicField name, extraction instruction, and value type |
| Add reply draft task | Empty reply draft task — set the instruction, model, and eligibility |
| Example classification | Demo: creates a dropdown DynamicField (OTAIBeispielAbteilung) in the ticket system and a matching classification task with German descriptions |
Then configure and Activate:
For field extraction, describe exactly what the target DynamicField should
contain and select Text, Integer, or Number. In Workflow settings,
select the incoming ticket state (for example new) and keep Only run when
the target DynamicField is empty enabled. The task reads the ticket subject
and first customer message and never overwrites an existing target value.
Archive
- Archive hides the task from the normal list (data stays in the Studio database).
- Show archived includes archived tasks in the same list.
- Unarchive restores visibility.
- Archived tasks cannot be active.
Active / Inactive controls Runtime. Archived only controls Studio visibility.
Sidebar shortcuts
Under AI TASKS in the sidebar you get shortcuts to existing tasks from any Studio page.