Zendesk Generative AI EAP capabilities overview

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14 Comments

  • Viachaslau Skorbezh

    Great that Zendesk continues its AI road map. Still waiting articles summarization when answering a question, plus ticket summarization, including previous conversations with the client. 

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  • Hello. If we enroll in the EAP, will we be able to enable Generative AI for Voice only and keep the rest of the functionalities off? Are they separated settings or once activated the OpenAI we need to have everything available for agents? Thanks.

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  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Carlota Bergillos. The EAP sign-up form lets you can pick and choose the generative AI areas you want to use. If you only select Gen AI for Voice, you'll only get that functionality, and will not get, say, the bot-related features.

     

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  • Gin Atkins
    Zendesk Product Manager

    Hi Viachaslau,

    We have just launched the Generative AI EAP which allows EAP sign-up to features that both summarises article content when answering a question (Generative Replies, in AI for Bots and Automation), and summarise ticket information (Summarise, in AI for Agents).

    Have a look and sign up if you're interested! Here is where you can read more, and get a link to sign up:

    Zendesk Generative AI EAP capabilities overview

    Thanks,

    Gin

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  • Viachaslau Skorbezh

    Gin Atkins Thanks! I've applied, thanks a lot. Looks promising

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  • Riah Lao

    Hi, when is Generative AI for Knowledge Base be available? Thanks

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  • Hello. Are there any updates on this? 

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  • Brett Bowser
    Zendesk Community Manager
    Hey everyone, we just launched the following EAP for generative AI: Announcing EAP for expanding text with Generative AI in Knowledge
     
    You can sign up for the EAP here. Let me know if you have any questions!
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  • Sean Morrissey

    Assuming it's planned, but I haven't seen any articles on this yet. Are there plans to add Enhanced AI (enhanced writing)to side conversations?

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  • Sean Morrissey

    Trying to get an update on Generative AI or voice. I have generative AI, but do not see voice features yet. I clicked on the link https://support.zendesk.com/hc/en-us/articles/6170157307162 and I receive the following:

    oops

    You're not authorized to access this page

     

     

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Sean Morrissey, sorry about that! The link should work now.

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  • Sean Morrissey

    I was trying to do a bulk update to 5 tickets this morning and I tried to use the "expand" AI feature in the pop-up window for the bulk edit. It did not work. I can replicate the issue, perhaps there is a bug here?

     

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  • Tina Yates

    Hi,

    I am trying to figure out the reporting for generative ai bot, we are currently using it but I cant seem to find any meaningful reports.  The live messaging only reports on agents and I am looking for information on when an article is clicked on as helpful and we have not chosen the Article Recommendation route.

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  • Elaine
    Zendesk Customer Care
    Hello Tina,
     
    I regret to inform you that reporting for generative AI is not yet available as it is still in an early access program. The bot team is actively working on this, and we anticipate making an announcement once it's ready. Please stay tuned and check the announcement page for updates.
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