Announced on | Rollout on |
September 1, 2023 | September 1, 2023 |
Zendesk is introducing a new pre-trained intent model tailored to the insurance industry that can be used with intelligent triage and advanced bots. This new model offers automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more.
Additionally, we’ve updated the existing intent models for the retail, software, and financial services industries. These updates enhance the accuracy of the existing intent predictions as well as add additional intents relevant to those industries.
This announcement answers the following questions:
What’s changing?
New insurance model for intelligent triage and pre-trained bot intents
We’ve launched a brand new insurance intent model. This new addition to our suite of models is designed to meet the specific needs of the insurance industry. We've seen positive results with this model for varying types of insurance, including pet, automobile, travel, and more.
Updated models for retail, software, and financial services industries
Additionally, we’ve released new versions of the retail, software, and financial services intent models.
This update not only enhances the accuracy and relevance of the current intents, but also includes 67 new intents across the three models that will further enhance the capabilities of those models.
Why is Zendesk making this change?
We’re focused on expanding the capabilities of AI for all customers. Our teams are continually training existing and new models to provide the benefit of these features for a wide variety of use cases and workflows.
What do I need to do?
If you currently use intelligent triage, the updated intent model is automatically available on your account. Going forward, you can take advantage of the new and updated intents for use in any automations or reports you’ve set up. For more information on what you can do with intelligent triage, see Intelligent triage resources.
If you’re in one of our supported industries for intents (retail, software, financial services, and insurance) but don’t yet use intelligent triage, or if you’ve enabled intelligent triage but don’t see intent predictions on tickets, contact Zendesk Customer Support for help coordinating the next steps with your account team.
If you’re interested in using the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.