With this information, you can build answers for those intents 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 intents without AI agent 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
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 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 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 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 AI agent responses with no answer.
To resolve common customer intents without answers
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to look at.
- Click the Insights tab. The top suggested intents appear in the Next steps to improve performance section.
- 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 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 an intent model.
- 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.
- 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 AI agent 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 AI agent 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 AI agent performance.
To review intents without answers
-
In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to work with, then click the Intents tab.
- 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.
- 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 AI agent in the upper right corner when you're ready to apply your changes.
18 comments
Ilya Gook
Advanced AI add-on article is not accessible for some reason Aimee Spanier
0
Aimee Spanier
Thanks, Ilya Gook. The Advanced AI article should be accessible now.
1
Вячеслав Скорбеж
Please add Ukrainian language support 🙏
4
Richelle Kracht
I am trying to understand the relationship between Intents and Answers. Is my understanding of the Advanced AI bot correct:
The Intents are meant to remove the manual need to add Training questions for a specific answer.
The answers (+steps) are still required to be manually entered- the bot is not going to actively search the Help Center for example to find matching or 'like' content simply because the intent is selected. Until an article is linked to an answer, there is no logic that prompts the bot to look for the answers in the help center. Correct?
0
Ronie Ranoy
Yes you are correct with your understanding of the Advanced AI Bot.
0
Gin Atkins
Hi Richelle,
Just an update that we are releasing a feature called Generative Replies under EAP in October. It leverages intents to search the Help Center, and using OpenAI return summarised content and links that respond to the question asked.
I'll post a link here to more information when it is available.
Thanks
2
Håvard Skare
Hi @....
I am trying to get my answer bot to generate answers based on the help center articles, but with no luck. It wil suggest articles when I create answer flows that link to certain articles, or when I choose the option for suggesting articles instead of generating a reply. However, it will always tell me that I cannot find an answer when I ask it to generate a reply about e.g. payment.
All help center articles are public and available to everyone.
What can I do to fix this, and is it correct to enable "Generate reply" on all intents?
Thank you.
1
Chad Susa (Gravity CX - Zendesk Partner)
Does more than one intent work on the same instance?
Example: we use Zendesk for CX (e-comm) but we also have our IT and HR departments using the same instance.
In this scenario, do we only get one 'category' of intents and not all three?
Also, if we have multiple brands - one e-comm, one software related, I guessing the same answer would apply. We can only use one intent for both brands?
1
Viachaslau
@... We've been using intents for several weeks and this tool looks very promising. Is there a way to use intents in Explore dashboards?
0
Dainne Kiara Lucena-Laxamana
Hi Viachaslau!
1
Felix Malm
I can't find the Intents tab at all. Neither in the bot builder view. As far as I can tell our account should be elgible for using intents. Any suggestions @...?
2
Destiny
Let me reach out to you through Support email so we can continue troubleshooting your issue with the AI pretrained intent feature. Thanks~!
0
Vishal Kadu
What are the 'Suite' types of licensing plans?
I do not see these listed in the article detailing subscription types. https://support.zendesk.com/hc/en-us/articles/4408833931674-About-Zendesk-account-types-for-billing-and-subscription-management
0
Elaine
Hello Vishal,
The Suite plan includes Team, Growth, Professional, Enterprise, and Enterprise Plus. You can refer to this article for more comprehensive information. Have a great day!
0
Cale
Hey team,
I'm in the same boat as some others by the look of it.
I can't see the Intents tab in the area it's shown to be located in many articles. Looking at the eligibility requirements, it should be available under our plan and EAP.
0
Elaine
Feel free to reach out to our support team so we can check your plan and investigate why intents tab is not showing. 🙂
1
Manthan Bhosale
Hey, I have applied for EAP but intent tab is not visible also generate reply not working yet... How will I know if I got Generative AI EAP? Please help
0
Maneewan Jorrakhe
Hi, This article said AI-powered intents for messaging support Thai but when I try to use intent in Thai it said “intent doesn't support Thai”. Any explanation?
0