Creating macros from macro suggestions for admins

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14 Comments

  • Merle

    Hi, interesting feature. When will it also become available for other languages? Like Dutch and German?

    1
  • Patrycja Walencik
    Zendesk Product Manager

    Hi Merle

    Thank you for taking your time to explore this feature. We are working on providing language capabilities and anticipate delivering it at the turn of the year. 

    Best regards 
    Pati 

    1
  • Ksenia Tsaregorodtseva

    Hi! The post mentions that if many agents repeat similar comments, we'll see macro suggestions. And what is the criteria to determine that the comments are similar? Should the messages be almost identical or there should be some similar structure or some keywords. Thank you.

    0
  • Patrycja Walencik
    Zendesk Product Manager

    Ksenia Tsaregorodtseva Thank you for reaching out with your question. Macro suggestions are generated based on a mix of factors. While identical replies contribute, the system can also consider semantic similarity, meansing similar phrasing, structure, and keywords. This way, it captures both exact matches and underlying patterns for more effective suggestions.

    Best regards, 
    Pati 

    1
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing that, Pati!

    0
  • Kristina A.

    We just added Advanced AI yesterday, so based on this I shouldn't see any suggestions until September 1st but I am seeing a lot of suggestions dating back to at least April 2023.

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Kristina A.

    Thank you for bringing up the topic. I'd be happy to provide some clarification on this matter.
    Our Advanced AI system considers both recent and historical interactions to offer tailored suggestions. The suggestions you're seeing, including those from April 2023, stem from the AI's effort to comprehend your communication patterns comprehensively therefore you can also see suggestions dating to April 2023. 

    Best regards, 
    Pati 

    0
  • Monica Antonucci

    Hi, 

    Is there any timeframe for the macro suggestions to read messages in languages other than english, we are not currently an english based company and would be very helpful to have this feature in our most commonly used language

    1
  • Patrycja Walencik
    Zendesk Product Manager

    Hi Monica Antonucci

    thank you for your feedback. We are going to provide support for more languages in Q1 2024. Which languages are you especially interested in?

    Best, 
    Pati 

    0
  • Sean Morrissey

    Hello, I am using an advanced AI tool that has the macro suggestions feature enabled. Last week, I received suggestions and successfully used the tool to create several new macros. However, today when I logged into the admin panel, I noticed that the macro suggestions option is no longer available. I am wondering if this is a bug that needs to be addressed.

    0
  • Patrycja Walencik
    Zendesk Product Manager

    Hi Sean Morrissey

    could you send us a ticket using Zendesk Bot - based on the ticket and delivered data we will be able to investigate what is going on. 

    Thank you
    Best, 
    Pati 

    0
  • Patrycja Walencik
    Zendesk Product Manager

    New Feature Update: Expanded related tickets 

    Hi Community,

    We're excited to announce an update.

    What's Changing?

    No more restrictions on three related tickets for macro suggestions. You asked, and we listened - Click 'Show More' from now on to explore a pool of related tickets and experience filter options.

    Please share your feedback as we continually strive to improve your experience with us.

    Best, 
    Pati 

    0
  • Patrycja Walencik
    Zendesk Product Manager

    Hi all, 

    We're excited to share that we're currently enhancing our macro suggestions feature, with a specific focus on identifying and managing duplicated macros. Your experiences and insights are invaluable to us, and we would greatly appreciate your participation in this development process.

    We're seeking examples of duplicated macros. This will help us refine our ML model and improve the feature's accuracy. If you've identified macros that seemed duplicated, we're interested in understanding why they were recognized as such and what factors influenced your decision to retain or delete certain macros.

    To aid in this, we kindly ask for the following:

    [Macro subpage]
    Screenshots of 2 or more macros that were recognized as duplicates, indicating which one was deleted or archived and why.

    or 

    [Macro suggestions subpage]
    We understand that some suggestions may seem like duplicates of existing macros. If you've identified such suggestions, could you send us a print screen with both the suggestion and the existing macros?

    Please note that your privacy is our utmost priority. To ensure this, we ask that you send this information directly to me at patrycja.walencik@zendesk.com rather than posting it publicly.

    We're looking forward to your insights and thank you in advance for your valuable contribution to this feature development.

    Best, 
    Pati 

    0
  • Elina

    Hey Patrycja Walencik, as we are a Brand focusing on German, French, Dutch, Italian, Spanish & English speaking countries, the update to more languages is very important to us. Is there an updated timeframe for the macro suggestions in languages other than english? Thank you very much! 

    0

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