With this information, you can build answers for those topics or assign them to existing answers. This can improve the AI agent’s overall performance by making sure no question goes unanswered, ultimately improving your customers’ experience.
There are two ways to view the topics without AI agent answers. You can start by viewing the top three topics without answers at a glance or you can start with the full list of topics without answers, ordered by how frequently customers ask questions related to the topic.
This article contains the following sections:
Reviewing top customer topics without answers and linking to answers
You can view at a glance the top topics customers ask about during AI agent conversations that do not match existing AI agent answers. Zendesk AI uses past AI agent conversations to identify these common topics, known as topic suggestions, based on the following:
- The topic is not linked to an existing answer.
- The topic has been matched to a customer question or comment at least three times over the last 30 days.
- The topic is related specifically to the AI agent the questions came through.
This helps you understand which actions you should take to improve AI agent performance. You can review your top topics without answers, then click through to the full list of topics to create an answer for a topic or to link a topic to an existing answer. Doing so might increase the number of customer support requests resolved and, in turn, lower the percentage of AI agent responses with no answer.
To resolve common customer topics without answers
- In Admin Center, click
AI in the sidebar, then select AI agents > AI agents. - Click the AI agent you want to look at.
- Click the Insights tab.
The top suggested topics appear in the Next steps to improve performance section.
- Scroll down to Resolve topics without answers to review your top three topic
suggestions.
This section shows the top three topics without answers that the AI agent 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 a topic model.
- If you want to link these topics, or any topics without answers, to answers, click the Resolve topics without answers box to open the topics list.
- In the Answer column of the topic 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 AI agent in the upper right corner when you're ready to apply your changes.
Reviewing all topics without answers and linking to answers
You can review a list of topics without AI agent answers, ordered by how frequently customers ask questions related to the topic. You can then create a new answer for a topic or link a topic to an existing answer to improve overall AI agent performance.
To review topics without answers
- In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
- Click the AI agent you want to work with.
- Click the Topics tab.
- Click Filter, then exclude Answered topics.
This excludes topics that are assigned to answers, so that you have a list of topics that are not assigned to answers.
- In the Answer column of the topic 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 AI agent in the upper right corner when you're ready to apply your changes.