How Zendesk's Intelligent Triage Analyzes Customer Sentiment
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 specifically for customer service, meaning it doesn't automatically assign a negative sentiment just because a customer has an issue. Instead, it looks for specific language cues, such as strong positive or negative words, to determine the sentiment accurately.
More related 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…
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 the…
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