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 predictions.
For language detection, the system can identify approximately 150 different languages, making it highly versatile for global customer support operations. This broad language support ensures that the feature can be effectively utilized by diverse teams worldwide.
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…
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….
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…
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…
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…
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…