Understanding Generative Search in Zendesk
What is generative search in Zendesk's Agent Workspace?
Generative search in Zendesk's Agent Workspace provides agents with generated answers to their queries. When an agent searches for information, a summarized answer is displayed above the search results, generated by OpenAI based on relevant content. This feature helps agents find answers more efficiently by providing quick access to summarized information.
The generated answers are based on articles, posts, or external content returned by Zendesk search. Agents can view the source of the answer for more details and even copy the generated answer to send to customers. However, it's important to note that generative search is only available for manual searches initiated by agents, and the quality of the answers depends on the quality of the knowledge base and the search input.
More related questions
How does generative search improve the agent experience in Zendesk?
Generative search enhances the agent experience by providing faster and more efficient access to information. Previously, agents had to sift through search results and articles to find answers. Now, with generative search, agents receive a…
What factors affect the quality of generated answers in Zendesk?
The quality of generated answers in Zendesk is influenced by the quality of the knowledge base and the search input. Since generative search relies on the help center and external content, having a well-maintained and comprehensive knowledge base…
How can agents provide feedback on generative search in Zendesk?
Agents can provide feedback on generative search by upvoting or downvoting the generated answers. This feedback is valuable for Zendesk as it helps improve the feature over time. By sharing their experiences, agents contribute to refining the…
How can I enroll in the Early Access Program for generative search?
To enroll in the Early Access Program (EAP) for generative search, you need to sign up via the provided form. Once the EAP is enabled in your account, you must activate generative search in the context panel settings. Participating in the EAP…
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