Generative Search in Agent Workspace - Frequently asked questions
Explore common questions about generative search in Zendesk's Agent Workspace. Learn how this feature enhances efficiency and discover its benefits and functionalities.
Frequently asked questions
What is generative search in Zendesk's Agent Workspace?
Generative search in Zendesk's Agent Workspace provides agents with generated answers to their queries. When an agent searches for information, a summarized answer is displayed above the search results, generated by OpenAI based on relevant…
How does generative search improve the agent experience in Zendesk?
Generative search enhances the agent experience by providing faster and more efficient access to information. Previously, agents had to sift through search results and articles to find answers. Now, with generative search, agents receive a…
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…
How can agents provide feedback on generative search in Zendesk?
Agents can provide feedback on generative search by upvoting or downvoting the generated answers. This feedback is valuable for Zendesk as it helps improve the feature over time. By sharing their experiences, agents contribute to refining the…
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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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