Factors Influencing Quality of Zendesk Generated Answers
What factors affect the quality of generated answers in Zendesk?
The quality of generated answers in Zendesk is influenced by the quality of the knowledge base and the search input. Since generative search relies on the help center and external content, having a well-maintained and comprehensive knowledge base is crucial for generating accurate answers.
Additionally, the format and structure of the search query play a significant role. For optimal results, it's recommended to avoid one-word queries and use more descriptive search terms. If there are no relevant articles or content that match the search, an answer may not be generated.
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How does generative search improve the agent experience in Zendesk?
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How can I enroll in the Early Access Program for generative search?
To enroll in the Early Access Program (EAP) for generative search, you need to sign up via the provided form. Once the EAP is enabled in your account, you must activate generative search in the context panel settings. Participating in the EAP…
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