Tracking AI Tool Usage in Zendesk
How is AI tool usage tracked in Zendesk?
AI tool usage in Zendesk is tracked using specific metrics and attributes in the Generative AI agent tools dataset. Metrics like 'AI tool usage event id' and attributes such as 'AI usage type' and 'AI usage - Ticket ID' help in monitoring how often and in what context AI tools are used.
This tracking allows you to analyze the frequency and effectiveness of AI tools in ticket management, providing valuable data for optimizing support processes.
More related questions
What are the requirements to use Zendesk AI metrics and attributes?
To use Zendesk AI metrics and attributes, you need the Advanced AI add-on. Additionally, for custom reporting, a Zendesk Explore Professional or Enterprise plan is required. If you're on the Explore Lite plan, you can only access a subset of these…
What metrics are available in the Generative AI agent tools dataset?
The Generative AI agent tools dataset offers a variety of metrics to analyze AI tool usage. These include metrics like the total number of tickets, tickets with or without AI usage, and various time-based metrics such as first assignment to…
How can I measure the impact of AI tools on ticket resolution times?
You can measure the impact of AI tools on ticket resolution times using specific metrics in the Generative AI agent tools dataset. Metrics like 'Full resolution time - AI Usage Tickets (days)' and 'Full resolution time - No AI Usage Tickets (days)'…
What attributes are included in the Generative AI agent tools dataset?
The Generative AI agent tools dataset includes several attributes that provide detailed insights into AI tool usage. Key attributes include AI usage type, agent name, ticket ID, ticket status, and ticket satisfaction rating. These attributes help…
Can I exclude merged tickets from AI usage reports?
Yes, you can exclude merged tickets from AI usage reports by using specific conditions in your report formulas. Although the AI dataset does not directly support ticket tags, you can create metrics or attributes to exclude merged tickets, such as…
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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.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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