Zendesk's New Suggested Replies Feature Explained
What is the new suggested replies feature in Zendesk?
Zendesk has introduced a new AI feature called suggested replies, which is currently in an early access program (EAP). This feature uses generative AI to suggest a first response for agents handling tickets, based on existing macros and help center articles. The aim is to help agents save time and increase productivity by reducing redundant work.
The suggested replies feature scans ticket comments or messaging conversations and compares them against your existing macros and help center articles. If a high-confidence match is found, a suggested reply is generated for the agent to review. This feature is available only for asynchronous channels like email and supports only the English language. To learn more, you can check out theoriginal announcement.
More related questions
How does the suggested replies feature work in Zendesk?
The suggested replies feature in Zendesk works by using AI to scan ticket comments or messaging conversations and compare them against your existing macros and help center articles. If a high-confidence match is identified, a suggested reply is…
Why did Zendesk introduce the suggested replies feature?
Zendesk introduced the suggested replies feature to help reduce the redundancy of agents' work by using AI assistance. Agents often spend a lot of time on repetitive tasks, and this feature aims to improve their productivity by providing…
What do I need to do to access Zendesk's suggested replies feature?
To access Zendesk's suggested replies feature, you need to be using the Agent Workspace and sign up for the early access program (EAP). This feature is part of the Advanced AI add-on and will be available after the EAP ends. If you have any…
What channels and languages does the suggested replies feature support?
Currently, the suggested replies feature in Zendesk supports only asynchronous channels, such as email, and is available only in English. This means that the feature is designed to work with communication methods that do not require real-time…
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