Zendesk offers several AI-powered features that help agents be more productive while still providing a high level of customer service. These features, which harness generative AI powered by OpenAI’s Enterprise GPT, include:
- Summarization: Recaps the comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
- Enhancing: Automatically improves the content of agent-written comments in different ways:
- Expand: Adds additional language to the content of the agent’s comment.
- Make more friendly: Changes the tone of an agent’s comment so that it sounds more conversational.
- Make more formal: Changes the tone of an agent’s comment so that it sounds more professional.
Currently, these features are available for any languages supported by OpenAI and work on any channel within Agent Workspace.
This article contains the following topics:
Activating ticket summarization and enhancing
Admins can turn on the summarization and enhancing features in Admin Center.
To turn on summarization and enhancing
- InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Generative AI. - Select打开生成的人工智能.
- ClickSave.
Allowing summaries to appear in Intelligence
Admins can determine whether the summarization feature appears in the Intelligence section of the context panel.
To show or hide summaries in Intelligence
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Context panel.
- In theIntelligencesection, deselect theTicket summaryoption to prevent summaries from appearing in Intelligence. By default, this option is selected, meaning users can generate summaries in Intelligence by clicking Summarize conversation.
Summarizing a ticket
Agents can quickly get up to speed with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far. Internal notes are not included in the summary.
To summarize a ticket
- To summarize a ticket, do one of the following:
- In the Agent Workspace, clickSummarizein the banner that appears at the top of the ticket.
Open Intelligence (
) in the context panel and clickGenerate summary.
- In the Agent Workspace, clickSummarizein the banner that appears at the top of the ticket.
In Intelligence, theSummarysection shows a recap of all the comments in the ticket so far. The date below the summary tells you when the summary was last updated.
Expanding a comment you're composing
代理可以使用扩展特性的作曲家to save time while responding to a customer.
For example, say an agent types:
- "Sorry to hear, products are checked so damage happened in shipping. Replacement model sent urgently with different company. Gift included in package."
TheExpandoption might change this text to:
- "Hi
, I'm sorry to hear that. Our products are checked before leaving the warehouse so the damage must have happened during shipping. I dispatched a replacement model with expedited shipping and a different shipping company. There will be a small gift in the package to make up for these unfortunate events. Thank you, ."
To expand a comment
- In the composer, type the main ideas of your reply.
- Select the text you want to expand on. If you don’t select any text, the entire reply is expanded on.
- Click theEnhance writingicon (
) and selectExpand.
The system uses AI to generate additional text that fleshes out the reply.
- Read through the expanded text to verify that it says what you want to say.
- ClickSubmitto update the ticket with the expanded reply.
Changing the tone of a comment you're composing
Agents can change the tone of their comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.
For example, say an agent types: “We will do our best to assist you.”
- TheMake more friendlyoption might change this text to: “We’re here to help!”
- TheMake more formaloption might change this text to: “Please do not hesitate to reach out if you require any further assistance.”
To change the tone of a comment
- In the composer, type your reply.
- Select the text you want to change the tone for. If you don’t select any text, the tone of the entire reply is changed.
- Click theEnhance writingicon () and select one of the following options:
- Make more friendly: Changes the tone to be more conversational.
- Make more formal: Changes the tone to be more professional.
The system uses AI to update the text so that the tone is either more conversational or more professional.
- Read through the updated text to verify that it says what you want to say.
- ClickSubmitto update the ticket with the updated reply.
33 Comments
Best announcement of the day
Hi,
Will this be can help like knowledge to search for solution in KB based on summary?
Can chat gpt come for answer bot widget combination to search on helpcenter?
Thanks.
Tobias
Very cool!
Can access to the features be limited by agents role levels?
Also, any plans for the summaries to be exportable or otherwise incorporated in Explore? For example, when digging into a major ticket driver in Explore, could I add something like "AI Summary" alongside the "Ticket ID, Ticket Subject, Assignee" fields?
The latter would be a huge time saver in pulling insights from tickets. (Even better, in future I'd love to see the ability to select a group of tickets and ask the AI to summarize common themes, but I'll wait my turn for that one...)
I am just wondering weather or not this feature has a potential risk to expose the internal ticket conversation to the public. As you know, the ticket has very sensitive private information. If ChatGPT leanred them via the main cloud-based DB, then we indirectly share the private information with them.
I hope I am not correct but I would like to hear more detailed information about AI summary feature.
Who's already had a chance to try these features? We've applied, but there's been no response.
Tobias Hermanns我完全同意,这是一个很好的用例查t gpt. I asked during Minich Zendesk event if it's on the Road Map and the answer was something like "Nice idea we'll consider it".
Thank you againRafael Santos!
Tobias Hermannsis this something that could be helpful?https://support.zendesk.com/hc/en-us/articles/4408843471642-Enabling-Article-Recommendations-in-Web-Widget-Classic-if not, can you tell me what you're trying to achieve?
Andrew V.thank you! It's not possible to limit access - everyone has access once it's enabled by an admin in Settings. We are not planning on adding this to Explore but I understand the use case - noted!
Johnyou can find more details about the topic here:https://support.zendesk.com/hc/en-us/articles/5729714731290#h_01H128YHC41CMTD1GKDAW2Y2N4
Slava Skorbezhcurrently around 12 customers have access, but this will change in the next week - we plan to enable 50 more accounts, and then everyone who applied. I'll make sure everyone who interacted in this thread will be included in the very next batch.
We've been testing for the past 2 weeks and the summarization feature is the one we've got the most value from, as getting an overview of very long and complex ticket threads becomes very helpful and is an amazing time saver.
The text enhancing, however, takes too long to return results, which isn't as helpful, as we've observed that it usually takes more than 1 try to get it right, which may end up adding more than 1 minute to that individual ticket interaction's handling time.
Hi Jakub,
I don´t think so this recommandation are same not working recommendation we have on Answer Bot send out via E-Mail before. We really looking into Chat GPT review our Helpcenter in future.
Is it possible to disable theIntelligencefor specific organizations?
Once generative AI is enabled, will it check through all incoming emails or only when you use one of theEnhance writingoptions orGenerate summary?
Why do you limit supported languages? ChatGPT has many languages out of the box, including Ukrainian.
My team is excited to join the EAP! One bit of feedback: I wish internal notes were used in the summary feature (as long as that information is NOT stored on the ChatGPT servers).
It would greatly increase the feature's usefulness, especially for technical teams.
After getting the invite, the generative ai option is in the admin center. However there is no save button, so I cannot activate it.
***resolved the issue is the save button is not visible when accessing on a mobile phone. It was there on a desktop computer***
Multilanguage Support is needed here! :)
Can this be setup in Sandbox? I tried but the options are not available.
I am noticing when I use the summarization option on a ticket one of my employees in Mexico replied to, the summarization is in Spanish. The entire ticket thread is in English and the agent has English as default language, so I do not know why the summarization is in Spanish.
Just starting to test out these features today and my team called out that they wish there was a way to get their original text back after using the Enhance Writing feature. It doesn't always generate content that they like, but they cannot go back to their "pre-enhanced" text and must either tweak the enhanced text or start over.
Hi, clicking onSummarizebutton in the banner that appears at the top of the ticket does not do anything. The only way how to summarize a conversation is the second option - open Intelligence section in the context panel and click Generate summary.
What exactly is supposed to happen when clicking onSummarizebutton in the banner? Where should the summary be displayed? If in the Intelligent section then there is nothing.
It would be great when using the Enhance features that it didn't strip out the formatting applied by the agent. Our team commonly provides links to our KB to the customer, so when enhancing the text to make it more friendly or formal it is stripping out these links and making the feature less useful.
I'd also second Mandy's suggestion that it would be useful to have an undo button for this, though using CMND + Z (on Mac) is a workaround currently.
Thanks everyone for sharing your feedback and questions.
Jaanika Oit's not possible to limit the access. Once it's enabled it only acts on tickets that agents want to summarize.
Sam Jividennoted, we'll consider including internal notes!
Michael Jerone Fernandezyes, it can. Please fill in the EAP form with your sandbox subdomain.
Sean Morrisseywe've recently improved language support, are you still experiencing issues?
Mandy Trombleynoted! For now agents can press CTRL + Z (or CMD + Z on Macs) to return to the original text.
Jiri Faitthat button is being fixed. It should open the intelligence panel with the summary.
I have not seen the issue lately, thank you.
Jakub Konikis that possible somehow to find all replies where agents used ChatGPT feature?
I've fed this back but thought it would be useful to shareJakub Konik
Jakub Konik
more evidence today of a ticket 'summary' being nothing of the sort. Barely a summary of the initial question that then tails off mid sentence.
Hello Jakub,
We have been testing the "Summarize" feature and I must admit that when working well it's powerful but it's quite buggy for now.
It's really a Beta version and as it is right now not sure it's really time saving for my agents due to the numerous bug detailed below.
Few bugs we have already noticed after just a couple of days :
1) The feature is switching to English sometimes while the tickets are in French
2) When switching from one ticket to another, the feature is not refreshed. It requires extra click from an agent = time consuming
3) It happens a lot that the feature rephrase the answer of an agent as a summary and not a summary of the user problems
4) Sometimes the summary is way too long and full of unuseful information so it's quicker to read the tickets.
You still have some work to improve it and make it really efficient and time saving for the agents.
Thanks
+ (only Ukrainian in our case)
+
Really liking the summarize feature, especially for summarizing chats, and have a couple of points of feedback:
1. Right now, for Messaging tickets, the summarizer includes comments/conversations with the bot, which isn't super useful for us.
2. I would love to see summarizing built into business rules. The business case is that we're using a trigger to push certain ticket types into a Slack channel with the initial comment, but that doesn't work for chats and doesn't give the full context of the case. It'd be great if we could send the AI summary as part of the Slack notification, so that PMs and other interested parties can see.
In regards to limit this to subset of agents, I understand that isn't possible right now, I would love to have my experienced agents try this out with out giving this to all agents, are there any plans to allow this to be restricted/limited to subset of agents?
Feedback:
When the Summary is generated it should say its the requester rather than "customer".
Example of what is generated now:
Thecustomeris reporting that they have stopped receiving notifications.
What it should say:
Therequesteris reporting that they have stopped receiving notifications.
Also having the ability to block certain generated AI words in tone shift would be beneficial.
For example tone shift often generates "Best Regards" where as our communications usually say "Kind Regards" so we would block list "Best Regards".
Can i know where to apply to try out this feature?Jakub Konik
Hi, theSummarizebutton in the banner that appears at the top of the ticket still does not work.
It would be very nice if there was a way how to get rid of this panel as it only occupies space...
Pleasesign into leave a comment.