AI Similar Requests and Ticket Clustering

Sera AI can find the past request most similar to a new one. Automation rules use this through the ai_similar_request expression, typically to copy how the earlier request was handled, such as its service instance or team, onto the new request.

What the expression returns

The ai_similar_request expression returns the single past request that is most similar to the current request, from the rule's own account. It returns nothing when no similar request is found or when the request has no Requested for person.

It is a request, not a yes-or-no value. A rule reads fields from it, for example ai_similar_request.service_instance or ai_similar_request.team. The returned service instance is one that covers the current request.

Using it in an automation rule

1. Navigate to the Automation Rules section of the Settings console.
2. Create a new automation rule or edit an existing one.
3. Add an expression that uses ai_similar_request, and a condition that checks it found a request.
4. In the actions, set fields on the current request from the similar one, for example its service instance or team.

Requirements

• Sera AI must be enabled for the account. A rule using the expression reports an error when it is not.
• The request needs a Requested for person.

Related capabilities

• AI Request Classification uses the same similarity search to classify new requests.
• In Sera Assist, the Look for similar requests prompt lists similar records for the request you are working on.
• The Problem Management Agent groups related incidents and drafts problems from them.