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Automatically detecting customer intent, language, and sentiment



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 04, 2025


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20 comments

Hi! Will it be possible to change the intent values to our own labels/categories in the future?

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David Falé

Zendesk Product Manager

Hi Sos Abazyan!

Yes, you can change the intent field values but be careful not to subvert the meaning of the intent. Please note that the underlying intent tag will always remain with its original name.

At the moment we also do not allow you to create new intents, but this is something we are planning to support in the future.

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Can you clarify what is different about detecting the language in this feature, vs people not using this? How is this different from the email-based language detection that Zendesk uses for all accounts currently? 

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Hi David Falé

Thanks for the info (provided to another person) re. changing the intent values

We use CX engage for phone calls which auto generates a ticket!

Its obvious the AI cannot properly handle the intent as the ticket subject and first element is pre-populated.

Unfortunately the AI keeps defining the intent as "Request phone call with agent"

I tried amending the field value "Misc::Contact::Request phone call with agent" to "Misc::Contact::Phone log"

However, keep getting "This item is required by an installed app on your account, so it cannot be modified."

 

Any suggestions please?

Also, despite selecting all the available channels, it doesnt work on chat

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Erin O'Callaghan

Zendesk Documentation Team

Hi Thomas, I've updated the article to say "Suite Professional and above" to align with the header.

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Hello, 

Currently the Intent field is not user friendly, there are too many options to choose from and not the possibility to easily search within the available ones. Perhaps a "start typing" feature could be added where the Intent field would show the matching options. Example: If I type "Missing", the field would show me all available options that include the word "Missing". This would make our job much easier in case we need to change the AI pre selected Intent.

Thanks!

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It's a great start, but it needs a lot of improvements.

  • Is there a way to merge two or more intents? I'm seeing a few that look like duplicates.
  • Is there a way to rename or retrain an intent? A few of them look generic, but when I looked at a sample of tickets, they were related to something more specific, and it would be helpful to appropriately rename them.
  • If an intent is tagged incorrectly and I correct it, it doesn't retrain the model.
  • When creating views based on intent, it's very hard to do this for a certain type of intent without adding every intent for that type. For example, we have 20-30 intents that are billing-related. I'd love to be able to create a view based on the primary intent of "billing" without needing to add 20-30 tags.

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Tony

Zendesk Customer Care

Hi Allen,
I'm not too sure about merging multiple intents together. But in the meantime, thank you very much for your feedback. Your feedback helps us grow – so we appreciate taking some time for sharing it with us.
 
Best,
 
 

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Thanks, Tony! The use of merging intents is helpful because several intents are very similar. Creating various triggers, automation, views, etc., to include every variation of the same intent is not efficient or effective, so being able to merge them would be helpful. 

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Hi.

The intelligence function is still unavailable, even though it is enabled in the settings. Any thoughts on why? (Language: norwegian)

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Cheeny Aban

Zendesk Customer Care

Hi Håvard,
 
If all the requirements to use intelligence are met and it is still not working on your tickets, I would suggest that you initiate a conversation with us so one of our Engineers will be able to take a closer look into your account.
 

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Jake Bantz

Zendesk Product Manager

Håvard Skare,

This article is super helpful in tracking down why a ticket was not enriched by intelligent triage: Why didn’t intelligent triage add predictions to a ticket?

Can you please see if that helps to explain the behavior you're seeing? If you don't find your answer there, please feel free to reach out to our Support Engineers as Cheeny mentioned above, and they can help you out.

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Hello;

A large portion of our users are starting their conversation with the bot by requesting a transfer to an agent. So their first message is usually "Live support" or "Talk to human"

This is fine for us, but the Intent for these tickets is settled on "Transfer to agent" and doesn't change.

We know agents can change the intent, however, If the zendesk would let me check the intent form a custom ticket field for example, I can prompt users to ask their issue with a "Ask fo detail" step in the bot and then form the intent over that.

This would allow me to automatically categorize every ticket.

Currently, we can delete an intent using triggers btw. We just need a reverse version of that so the ticket can re-evaluated when it has some context.


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Hi there,

 

When are you intending to release Intents for different industries? I work in Mobile/Telecoms and purchased the Advanced AI add-on late last year. It's very disappointing that we can't use the majority of the AI features being added at the moment, it seems like Zendesk's focus has drifted on to expanding the use of Intent's in to other features, rather than worrying about releasing the verticals that paying customers need in order to make use of some of these features. I see that Custom Intents has now been released, but I'm not sure if I can use that to build out all of the intents that are needed for my industry?

 

Paul.

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Shawna James

Community Product Feedback Specialist

Hey Paul, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Hello, i have created the trigger with Notify by Autoreply with articles. You can see bellow.  Emails are sending, but articles are not attached. I find out, that there can be problem with Intelligent triage. I would like to check settings or activate it but i dont have this item in settings (under admin account) as you can see also bellow.  We have "Professional Tier! Could you give me advice what to do?

 

 

 

 

Thank you very much Pavel

 

 

 

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I'm not seeing it, but maybe missing something. Is there a way to set the users profile language based on the intelligent triage language prediction being high? I tried to make a trigger, but could not see a way to set the action to the user profile. I want to use this in connection with dynamic content.

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Is there any roadmap to expand into B2B businesses? Or at least allow further customization so that intelligent triage can be utelized in B2B markets?

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How can we enable our agents to manually change the detected sentiment of a ticket (similar to which is already possible for the intent)? 

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Wouter Mestdagh add the sentiment field as a ticket field. Agents can change it that way. 

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