Best Practices for Using AI and Bots in Zendesk
What are the best practices for using AI and bots in Zendesk?
To get the most out of AI and bots in Zendesk, admins should rely on enriched ticket data and bot insights to understand customer needs better. Allow a few weeks for intelligent triage and pre-trained intents to highlight priority requests. Agents should apply macros only when relevant to refine the model and use the preview button to read macro content. Remember, improving customer experience is an ongoing process, so regularly review and adjust your approach using data to guide your decisions.
More related questions
How can Zendesk AI and bots improve employee productivity?
Zendesk's AI-powered solutions can significantly enhance employee productivity by automating repetitive tasks and providing valuable insights. For instance, Conversational Bots in Slack and other AI features can help IT and HR teams save time by…
How can I help employees adapt to AI technology in Zendesk?
Helping employees adapt to AI technology in Zendesk involves utilizing training resources and experimenting with the tools. While there might be an initial dip in productivity, mastering the tools will lead to significant improvements. Implementing…
What are common roadblocks to implementing AI and bots in Zendesk?
Common roadblocks to implementing AI and bots in Zendesk include concerns about the rapid evolution of AI, talent gaps, and challenges in collecting high-quality data for training models. To address these, Zendesk uses pre-trained models enriched…
Can Zendesk AI generate knowledge base article suggestions?
Yes, Zendesk AI can generate knowledge base article suggestions by analyzing resolved tickets. As part of the Guide Enterprise offering, content cues compare incoming tickets against existing knowledge base content and suggest articles to create…
Is it possible to reference external content in Zendesk's knowledge base?
Yes, Zendesk offers a federated search capability that allows referencing content outside of Zendesk articles. While this feature is not yet linked to AI, it is part of Zendesk's future plans. This capability enables users to access a broader range…
Can Zendesk AI be used in triggers and automation?
Yes, Zendesk AI can be integrated into triggers and automation. The Intelligent Triage feature adds enrichments for routing, workflows, and SLAs. Advanced AI allows for auto-replies or internal notes on tickets, which can be used for deflection or…
Are Zendesk AI features HIPAA compliant?
Yes, Zendesk's Advanced AI add-on is available for use under the Zendesk BAA by HIPAA-enabled accounts. This allows Zendesk customers to meet HIPAA obligations while using the newest AI features. However, the Generative AI functionality, part of…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
