Automatically detecting customer intent, language, and sentiment

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  • Sos Abazyan

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

  • 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.

  • CJ Johnson

    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? 

  • Ian Marston

    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

  • Thomas (
    Community Moderator
    Zendesk Luminary

    The article says that this is available for Enterprise (Plus), but the header also mentions Professional.
    Which one is it?

  • Erin O'Callaghan
    Zendesk Documentation Team

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

  • Susana


    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.


  • 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.
  • 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.
  • 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. 

  • Håvard Skare


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

  • 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.
  • 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.

  • BAKO


    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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