Announcing the summarization and text enhancing EAP

We’re excited to announce an early access program (EAP) for the summarization and text enhancing features, made in partnership with OpenAI, the company behind ChatGPT.

What does this EAP include?

• Activation of generative AI features in Admin Center (admin has to enable those features in Workspaces > Agent tools > Generative AI)
• Summarization of incoming and existing tickets by agents
• Enhancement of agent replies in the composer before they're sent (expanding and rephrasing)

We believe these features will decrease the time agents have to spend on reading through tickets and structuring their replies. As a result, your customers will receive faster service and your agents will have more time to focus on more important tasks.

Note: OpenAI will not use your data to train its models or improve its services.

For more information about the features in this EAP, see Using AI to summarize and enhance ticket comments (EAP).

How do I participate in the EAP?

To sign up, please complete this form.

While we cannot guarantee that everyone can join at this stage, we’ll do our best to support as many as possible. In the meantime, we invite everyone to join the conversations and provide feedback in our EAP community.

We look forward to working with you on this exciting new feature!