Managing Bot Answers in Zendesk: Is a Knowledge Base Required?
Is a knowledge base necessary for managing bot answers in Zendesk?
Yes, currently, using a knowledge base is necessary for managing correct answers with the Generative AI chatbot in Zendesk. However, this feature is in the Early Access Program (EAP) and may evolve. Alternatively, you can configure pre-trained answers to have more control over the bot's responses.
More related questions
How can I measure the success of AI in Zendesk?
To measure the success of AI in Zendesk, you need to identify which KPIs are important to you, such as first reply time or full response. Once you have your KPIs, you can compare these metrics against the intent, sentiment, or language used in your…
Where does Zendesk's Generative AI source its language for creating articles?
Zendesk's Generative AI leverages OpenAI to generate content. For product-specific articles, it's recommended to include product names in your initial outline or content. You can also modify the generated content to better fit your needs, starting…
What AI feature in Zendesk tags tickets with intent?
The AI feature in Zendesk that tags tickets with intent is called Intelligent Triage. This tool can be used on its own or in combination with other features to enhance ticket management and streamline workflows.
Is Generative AI included with the Zendesk Professional Suite?
Generative AI features in Zendesk are not tied to specific plans like the Professional Suite. For detailed requirements and capabilities, you can refer to the Zendesk Generative AI EAP capabilities overview.
Will Zendesk's conversational AI affect my existing flows?
No, Zendesk's conversational AI will not void your existing flows. The bot first attempts to match a customer's intent with an existing answer flow. If it doesn't find a match, it uses generative replies. You can also use the intent dashboard to…
How does Zendesk AI handle complex requests?
Zendesk AI is equipped to handle complex requests with disambiguation prompts. These prompts help the bot clarify the customer's intent when it's not clear, allowing it to provide the exact assistance needed. This is part of Zendesk's Advanced AI…
Can agents monitor live interactions with Zendesk's AI?
Currently, agents cannot monitor or edit bot responses generated by Zendesk's Generative AI. The focus is on allowing customers to self-serve, which helps save agents' time.
Does Zendesk's smart conversation feature support multiple languages?
Yes, Zendesk's generative replies support over 20 bot languages, making it versatile for global use. This feature allows for effective communication with customers in their preferred language.
How long does it take for Zendesk's Macro Suggestions to start working?
Macro suggestions for admins are refreshed at the beginning of each month. For the agent feature, models are updated about once a month. Once eligible, you may need to check your account settings to enable the feature.
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