Understanding Generative Replies in Zendesk Bots
What are generative replies in Zendesk bots?
Generative replies in Zendesk bots are AI-generated responses that provide automated answers to customer inquiries using your help center content. These replies are concise, typically under 100 words, and include a link to the source article.
The AI evaluates relevant help center articles to generate these responses, allowing users to get the information they need without leaving the conversation. Generative replies are particularly useful when no specific intents are detected or when an intent is configured to generate a reply. For more details, check out theoriginal documentation.
More related questions
How do I activate generative replies in an existing Zendesk bot?
To activate generative replies in an existing Zendesk bot, navigate to the Admin Center, click on Channels, then select Bots and automations > Bots. From there, click Manage bots and select the bot you want to update. In the bot's Behavior tab,…
Can Zendesk generative replies support multiple languages?
Yes, Zendesk generative replies can support multiple languages. If automatic translations are enabled, the bot can respond in a second language, provided there is help center content available in that language. This means that the generative…
How do generative replies work with intents in Zendesk bots?
Generative replies in Zendesk bots work with intents by generating responses for questions that match intents without assigned answers, as well as for questions without a matching intent. To manage these settings, go to the Admin Center, click…
Can I exclude certain articles from being used in generative replies?
Currently, there is no explicit feature to exclude or rank articles for use with generative replies in Zendesk. However, you can encourage users to write complete phrases to help the bot find the most relevant article. While there are no tags or…
What should I do if generative replies aren't working with my help center?
If generative replies aren't working with your help center, ensure that your setup is correct and that the content is accessible. If the issue persists, it might be due to a known limitation or bug that Zendesk is working to resolve. You can reach…
Is there reporting available for assessing the effectiveness of generative replies?
Currently, there is no Explore reporting available for assessing the effectiveness of generative replies in Zendesk. However, Zendesk is actively planning to introduce insights related to generative replies performance in the future. These insights…
Can I use generative replies and flow builder together in Zendesk?
Yes, you can use generative replies and flow builder together in Zendesk. The bot will respond with either a generative reply or a custom answer built in flow builder, depending on the user's message. If neither is found, a fallback message is…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
