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. - SelectTurn on generative AI.
- 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
Agents can use the expand feature in the composer 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:
- “嗨<客户名称>,我很抱歉听到这个消息。我们的病人roducts 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.
38 Comments
Rafael Santos
Hi all, thank you for the latest feedback.
iVikingcould you send examples of faulty summary at jkonikzendesk.com
We're aware of the language issue, AI returning agent-reply instead of summary and summary including bot messages, and we are trying to fix this, all though it's not straightforward.
Óskar Ómarssonat this stage we are not planning to add permissions, but they will be added sometime after GA.
Pratikyou can sign up via the link at the top of this page.
Jiri Faitwe released improvements to how summarize banner works but it seems it did not help all across the board - we'll investigate.
Hi,
If the user redacted some PII, does the call to OpenAI send the redacted or unredacted/original content when the user clicks theGenerate summarybutton?
I don't see anyone mentioning side conversations being included in the summary.
We would also very much like to see internal notes being included in the ticket summary.
Simon Blouneri 100% agree with you . it would be great if the summary includes the ide conversations and internal notes
Hello. We just started testing, and the enhance and tone change features are nice, but it would be better if it showed a preview of the change before completing changing your original text. There's a chance we may not like the enhancement, but then the text has already been changed. Just some feedback.
Can the summary be used in a trigger and used as a placeholder in a message?
Agree with the comments above in that having the option to enable this on all ticket comments would be extremely valuable. We would want our tier 2 reps to be able to get a quick summary of our agents internal notes as opposed to reading every internal note in additional to the public comments summary.
Pleasesign into leave a comment.