Detect Customer Intent & Sentiment - Frequently asked questions
Frequently asked questions
What is Zendesk's Intelligent Triage and how does it work?
Intelligent triage is a feature in Zendesk that uses artificial intelligence to automatically predict the intent, language, and sentiment of new support tickets. This helps streamline workflows by providing actionable information without needing…
What are the requirements to use Zendesk's Intelligent Triage?
To use Zendesk's Intelligent Triage, your organization must meet specific requirements. You need to be on a Suite Professional or Support Professional plan or higher, and your industry must be one of the supported types for intent predictions….
How can I enable and configure Intelligent Triage in Zendesk?
To enable Intelligent Triage in Zendesk, administrators need to access the Admin Center. Navigate to Objects and rules, then select Business rules > Intelligent triage. Here, you can activate the prediction types for intent, language, and…
What languages are supported by Zendesk's Intelligent Triage?
Zendesk's Intelligent Triage supports intent and sentiment detection in a variety of languages, including Arabic, Chinese (Simplified), English, French, German, Japanese, and Spanish, among others. In total, it supports 30 languages for these…
How does Zendesk's Intelligent Triage determine customer sentiment?
Zendesk's Intelligent Triage predicts customer sentiment by analyzing the text of the first message in a ticket. It categorizes sentiment into five levels: Very Positive, Positive, Neutral, Negative, and Very Negative. The system is calibrated…
Can I customize the intent values in Zendesk's Intelligent Triage?
Currently, you can change the intent field values in Zendesk's Intelligent Triage, but you cannot create new intents. It's important to ensure that any changes do not alter the original meaning of the intent. The underlying intent tag will remain…
What should I do if Intelligent Triage predictions are not appearing on my tickets?
If Intelligent Triage predictions are not appearing on your tickets, ensure that the feature is enabled and that your account meets all the necessary requirements. Predictions are only added to tickets created after the feature is turned on. If…
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“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
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