Understanding Generative Search in Zendesk Help Center
What is generative search in Zendesk's help center?
Generative search in Zendesk's help center uses AI to provide quick answers to user queries. When users search within the help center, the AI evaluates the top matching articles and generates a concise answer, which appears at the top of the search results.
This feature is designed to save users time by providing immediate answers without the need to click through multiple articles. However, the quality of these answers depends on the quality of the content in your knowledge base. For more details, you can check theoriginal documentation.
More related questions
How do I activate generative search in my Zendesk help center?
To activate generative search, you need to update your help center theme and enable the feature in the settings. First, ensure your theme supports generative answers by updating it if necessary. Then, in the Guide admin, navigate to Search settings…
Why is generative search only available for logged-in users?
Generative search is currently limited to logged-in users as part of the early access program (EAP). This restriction is in place while Zendesk evaluates the feature's performance and pricing structure. The team may consider expanding access to…
How can I update my help center theme for generative search?
To update your help center theme for generative search, you need to modify your theme to include the generative answers functionality. If you're using the Copenhagen theme, install the update from GitHub. For custom themes, add the…
What factors affect the quality of AI-generated answers in Zendesk?
The quality of AI-generated answers in Zendesk depends on the quality of your knowledge base and the search input. High-quality, relevant content in your help center will lead to better AI-generated answers. Additionally, well-structured search…
Can I provide feedback on AI-generated answers in Zendesk?
Yes, you can provide feedback on AI-generated answers in Zendesk. After receiving a quick answer, users can click the thumbs-up or thumbs-down icons to indicate whether the answer was helpful. Providing feedback helps improve the AI's future…
What should I do if generative search doesn't work in my help center?
If generative search isn't working, ensure your help center theme is updated and that the feature is activated in your settings. Check that your theme uses templating API v3, as the {{generative_answers}} helper is only available in this version….
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