AI and automatic tagging

Hi Everyone, I am trying to set up Front’s AI features to auto-tag incoming conversations, for example by request type (quote request, booking, shipment update, complaint) and by urgency.

Just a few questions for anyone who has tried this:

 How reliable has AI tagging been for you compared to keyword-based rules? Did accuracy improve over time, or did you need to tune it heavily? Is it really accurate or does it make unnecesaary mistakes?

How did you define your tag categories so the AI could tell them apart? Did you write detailed tag descriptions or give it examples?

 Do you use AI tags as triggers for other rules, such as routing or assigning based on the tag? Any pitfalls with that?

Any suggestions or things you wish you’d known before turning it on, would be really helpful. Thank you!