Announced on | Rollout starts | Rollout ends |
September 5, 2023 | September 1, 2023 | September 6, 2022 |
We are excited to announce the release of intent suggestions for Zendesk bots.
This announcement includes the following topics:
What is changing and why?
This update will provide suggestions on what to automate next with Zendesk bots, based on past bot conversation data. Intent suggestions will highlight the common topics customers are asking about and the bot did not respond with an answer. With this information, you can then build answers for those intents, improving the bot’s overall performance by making sure no question goes unanswered ultimately improving your customers’ experience.
What do I need to do?
Requirements for using intent suggestions
To use intent suggestions, your account must meet the requirements for pre-trained intents. See the requirements for using pre-trained intents article for more details.
Viewing top intent suggestions
At a glance, you can view what are the top intents your customers are asking about where an answer wasn’t matched on the answer landing page.
Viewing the list of intents
To view more details, a new Intents tab will be available where you can view the list of intents and detailed information including the frequency of how often customer questions relating to the intent are asked.
Create an answer for the intent
Create an answer directly from the intents page for the specific intent so that the next time your customer asks questions relating to that intent, the bot will respond with the correct answer.
Where can I find more information?
For more information on intent suggestions and using intents, see Assigning AI-powered intents to answers