Understanding Zendesk's Summarization Feature
How does the summarization feature in Zendesk work?
The summarization feature in Zendesk provides a quick recap of all public comments on a ticket, helping agents get up to speed efficiently. It excludes internal notes and side conversations, focusing solely on public interactions. This feature is particularly useful for tickets with fewer than 24,000 words and works best once a chat transcript is added to the ticket. Agents can refresh the summary as new comments are added to keep it current.
More related questions
What is the purpose of Zendesk's generative AI features?
Zendesk's generative AI features are designed to boost agent productivity while maintaining high customer service standards. These AI-powered tools, utilizing OpenAI’s Enterprise GPT, offer functionalities like summarization and enhancement of…
Can Zendesk's generative AI features be used in any language?
Yes, Zendesk's generative AI features can be used in any language supported by OpenAI. This means that agents can utilize these tools across various languages, making it versatile for global customer support teams. However, it's important to note…
How can agents expand their comments using Zendesk's AI?
Agents can use the expand feature in Zendesk to add more detail to their comments, saving time and enhancing communication. By selecting the text they want to expand, agents can click the Enhance writing icon and choose 'Expand'. The AI then…
How can agents change the tone of their comments in Zendesk?
Agents can adjust the tone of their comments in Zendesk to be more friendly or formal, aligning with the company's brand voice. By selecting the text they wish to modify, agents can use the Enhance writing icon to choose either 'Make more friendly'…
Is it possible to limit access to Zendesk's generative AI features?
Currently, it is not possible to limit access to Zendesk's generative AI features by agent role levels. Once these features are enabled by an admin, they are available to all agents. This ensures that all team members can benefit from the…
How does Zendesk ensure data privacy with its AI features?
Zendesk ensures data privacy by not using your data to train OpenAI's models or improve its services. This means that while the AI features enhance productivity and communication, your data remains secure and private, adhering to Zendesk's data…
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.
