Reviewing and assigning intents for common questions without bot answers

This functionality is part of AI agents.

Zendesk AI analyzes past bot conversation data to identify the common topics customers ask about that do not have existing bot answers. These are known as intent suggestions. You can view your intent suggestions for top intents without answers, along with the full list of common customer intents without answers.

With this information, you can build answers for those intents or assign them to existing answers. This can improve the bot’s overall performance by making sure no question goes unanswered, ultimately improving your customers’ experience.

There are two ways to view the intents without bot answers. You can start by viewing the top three intents without answers at a glance or you can start with the full list of intents without answers, ordered by how frequently customers ask questions related to the intent.

This article contains the following sections:

• Reviewing top customer intents without answers and linking to answers
• Reviewing all intents without answers and linking to answers

Related article:

• Viewing and managing intents for your conversation bot

Reviewing top customer intents without answers and linking to answers

You can view at a glance the top topics customers ask about during bot conversations that do not match existing bot answers. Zendesk AI uses past bot conversations to identify these common topics, known as intent suggestions, based on the following:

• The intent is not linked to an existing answer.
• The intent has been matched to a customer question or comment at least three times over the last 30 days.
• The intent is related specifically to the conversation bot the questions came through.

This helps you understand which actions your should take to improve bot performance. You can review your top intents without answers, then click through to the full list of intents to create an answer for an intent or to link an intent to an existing answer. Doing so might increase the number of customer support requests resolved and, in turn, lower the percentage of bot responses with no answer.

To resolve common customer intents without answers

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to look at.
4. Click the Insights tab. The top suggested intents appear in the Next steps to improve performance section.
5. Scroll down to Resolve intents without answers to review your top three intent suggestions.

   This section shows the top three intents without answers that the bot has matched to a customer question or comment at least three times over the last 30 days. This section appears only if your account has been matched to an intent model.

   

6. If you want to link these intents, or any intents without answers, to answers, click the Resolve intents without answers box to open the intents list.
7. In the Answer column of the intent you want to link to an answer, click the drop-down, then select Create a new answer or select an existing answer.

Remember to click Publish bot in the upper right corner when you're ready to apply your changes.

Reviewing all intents without answers and linking to answers

You can review a list of intents without bot answers, ordered by how frequently customers ask questions related to the intent. You can then create a new answer for an intent or link an intent to an existing answer to improve overall bot performance.

To review intents without answers

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot you want to work with, then click the Intents tab.
4. Click Filter, then exclude Answered intents.

   This excludes intents that are assigned to answers, so that you have a list of intents that are not assigned to answers.

5. In the Answer column of the intent you want to link to an answer, click the drop-down, then select Create a new answer or select an existing answer.

   

Remember to click Publish bot in the upper right corner when you're ready to apply your changes.