October: AI-powered incident suggestions in the app

This month, we’re excited to share a big step forward in smarter reporting. AI-powered incident type suggestions are on their way to the Snapper app and webform.

And if you haven’t explored them yet, don’t forget your new Solver Portal dashboards, packed with insights to help you track satisfaction, performance, and trends.

AI-powered incident type suggestions, coming soon in the app and webform

We’re introducing AI-recommended incident types to help Snappers choose the right incident type the first time, and reduce reports that need to be redirected, whether that’s between your own teams or to another organisation.

When a Snapper adds both a photo and a description, they’ll see the two most likely incident types, flagged as AI-recommended. AI helps guide the Snapper’s choice to ensure the right decision is made from the start.

We’ve built and tested this feature carefully to make sure it helps Snappers choose the right incident type more often, without changing how you work. In testing, our AI suggestions improved accuracy by more than 10%. AI suggestions are designed to assist, not replace, a Snapper’s choice.

Snappers will start to have access to this feature from October 22nd.

This doesn’t change how your incident types are configured; our AI simply recommends incident types from the options already available to the Snapper.