Zendesk offers several AI-powered features that help agents be more productive while still providing a high level of customer service. These features, which harness generative AI powered by OpenAI’s Enterprise GPT, include:
- Summarization: Recaps the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
-
Enhancing: Automatically improves the content of agent-written comments in
different ways:
- Expand: Adds additional language to the content of the agent’s comment.
- Make more friendly: Changes the tone of an agent’s comment so that it sounds more conversational.
- Make more formal: Changes the tone of an agent’s comment so that it sounds more professional.
Generative AI for agents (0:56)
Currently, these features are available for any languages supported by OpenAI and work on any channel within Agent Workspace.
This article contains the following topics:
- Summarizing a ticket
- Expanding a comment you're composing
- Changing the tone of a comment you're composing
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Summarizing a ticket
Agents can quickly get up to speed with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far. Internal notes and side conversations are not included in the summary.
For summarize to work, the ticket must have fewer than approximately 24,000 words. Additionally, for messaging and chat tickets, summarize works only after the transcript has been added to the ticket, which happens when the conversation ends or becomes inactive. (For more information, see When do chats time out?) Summaries may also include the conversation the user had with the bot before being transferred to an agent.
To summarize a ticket
- Within a ticket, click the Intelligence icon (
) in the context panel.
- Click Summarize conversation.
A recap of all the public comments in the ticket so far appears. The date below the summary shows when the information was last updated.
As new public comments are added to the ticket, you can refresh the summary to keep it up to date.
To refresh a ticket summary
- Within a ticket, click the Intelligence icon (
) in the context panel.
- Click Refresh.
The summary and its timestamp are updated.
Expanding a comment you're composing
Agents can use the expand feature in the composer to save time while responding to a customer.
For example, say an agent types:
- "Sorry to hear, products are checked so damage happened in shipping. Replacement model sent urgently with different company. Gift included in package."
The Expand option might change this text to:
- "Hi <customer name>, I'm sorry to hear that. Our products are checked before leaving the warehouse so the damage must have happened during shipping. I dispatched a replacement model with expedited shipping and a different shipping company. There will be a small gift in the package to make up for these unfortunate events. Thank you, <agent name>."
To expand a comment
- In the composer, type the main ideas of your reply.
- Select the text you want to expand on. If you don’t select any text, the entire reply is expanded on.
- Click the Enhance writing icon (
) and select Expand.
The system uses AI to generate additional text that fleshes out the reply. - Read through the expanded text to verify that it says what you want to say.
- Click Submit to update the ticket with the expanded reply.
Changing the tone of a comment you're composing
Agents can change the tone of their comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.
For example, say an agent types: “We will do our best to assist you.”
- The Make more friendly option might change this text to: “We’re here to help!”
- The Make more formal option might change this text to: “Please do not hesitate to reach out if you require any further assistance.”
To change the tone of a comment
- In the composer, type your reply.
- Select the text you want to change the tone for. If you don’t select any text, the tone of the entire reply is changed.
- Click the Enhance writing icon (
) and select one of the following options:
- Make more friendly: Changes the tone to be more conversational.
-
Make more formal: Changes the tone to be more professional.
The system uses AI to update the text so that the tone is either more conversational or more professional.
- Read through the updated text to verify that it says what you want to say.
- Click Submit to update the ticket with the updated reply.