How Generative Search Enhances Zendesk Agent Experience
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 summarized answer directly above the search results, saving time and effort.
This feature allows agents to quickly find the information they need without having to browse through multiple articles. It streamlines the search process, enabling agents to focus more on customer interactions. However, it's important to remember that not all queries will generate an answer, and agents may still need to review search results in some cases.
More related 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…
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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