Accessing Non-Public Articles with Zendesk Chatbot
Can Zendesk Chatbot access non-public articles?
Zendesk's generative replies and article recommendations features can use content from authenticated articles, based on permissions set in Guide admin. For more details, see Using generative AI to generate replies in a conversation bot.
More related questions
Will the new Zendesk AI Tools incur additional costs?
Some Zendesk AI features are included with standalone product and Suite plans, while others require the Advanced AI add-on. The availability of specific features depends on your plan level. For more details, you can check out the Zendesk AI and…
How can Zendesk personalize the self-service experience?
Zendesk allows you to personalize the self-service experience by integrating bots with your CRM or external order systems. This integration provides agents with historical customer data, such as past purchases and loyalty information, enabling a…
How does Zendesk prevent AI chatbots from hallucinating?
Zendesk's product team works diligently to ensure AI chatbots provide accurate support by using in-house intent models and prompt engineering. Connecting bots to the help center limits AI to the information provided, reducing hallucinations.
Is Zendesk AI data ethically sourced and secure?
Zendesk is committed to building responsible AI, ensuring that data is ethically sourced and secure. They follow design principles that prioritize privacy, security, and compliance by design.
What are the key success metrics for self-service AI in Zendesk?
Key success metrics for self-service AI include the self-service score and tickets solved by auto replies. The Zendesk Answer Bot dashboard in Explore provides insights into automated resolutions. For more details, see Guide reporting tools for…
How can AI improve the self-service experience in Zendesk?
Zendesk's Intent Suggestions and Content Cues tools help improve the self-service experience by identifying automation opportunities and suggesting article improvements. These tools highlight top intents and trending topics for better content…
Can agents monitor live interactions with Zendesk AI?
Zendesk aims to save agents time by allowing customers to self-serve, which means agents cannot edit or monitor bot responses generated by GenAI.
How can customer feedback improve Zendesk self-service?
Enabling comments on help center articles and assigning teams to monitor them can highlight areas for content updates. Internal agents can also flag articles for updates using the Knowledge Capture app.
How does Zendesk AI help manage ticket volume?
Zendesk AI offers macro suggestions for admins, refreshed monthly, to help categorize tickets and manage high volumes. Eligible users can enable this feature in their account settings.
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