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Reviewing and assigning intents for common questions without AI agent answers (Legacy)



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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18 comments

 Advanced AI add-on article is not accessible for some reason Aimee Spanier

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Aimee Spanier

Zendesk Documentation Team

Thanks, Ilya Gook. The Advanced AI article should be accessible now.

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Please add Ukrainian language support 🙏

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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? 

 

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Ronie Ranoy

Zendesk Customer Care

Hi Richelle,
 
Yes you are correct with your understanding of the Advanced AI Bot.

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Gin Atkins

Zendesk Product Manager

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

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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.

 

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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?

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@... We've been using intents for several weeks and this tool looks very promising. Is there a way to use intents in Explore dashboards?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Viachaslau!

Our team is working hard on getting Pre-built AI dashboards for Explore but no ETA yet on when it will be released. In the meantime, sharing some useful articles to get started: 

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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 @...?

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Destiny

Zendesk Customer Care

Hello Felix, 

Let me reach out to you through Support email so we can continue troubleshooting your issue with the AI pretrained intent feature. Thanks~!

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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

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Elaine

Zendesk Customer Care


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!

 

 

 
 
 

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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.  

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Elaine

Zendesk Customer Care

Hi Cale,
 
Feel free to reach out to our support team so we can check your plan and investigate why intents tab is not showing. 🙂 

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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

 

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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? 

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