Zendesk is expanding intelligent triage to cover more use cases within messaging. By enriching tickets with intent, sentiment, and language predictions, Zendesk aims to provide a more comprehensive and efficient triage process for native and social messaging channels. This expansion helps in better understanding customer interactions and improving response strategies.
For further information, refer to the original announcementhere.
Zendesk has expanded its intelligent triage capabilities for native and social messaging channels. This means that tickets from these channels can now be enriched with intent, sentiment, and language predictions. Previously, only tickets from bot…
To use Zendesk's intelligent triage, you need the Zendesk Advanced AI add-on. Additionally, for intent detection, your account must meet the requirements for pre-trained intents. This ensures that your system is set up to effectively utilize the…
To activate intelligent triage predictions in Zendesk, you need to enable the prediction types you want for the appropriate messaging channels. This involves configuring your settings to enrich native and social messaging tickets with intent,…