Using AI to generate replies in a conversation bot (Generative AI EAP)

Return to top

51 Comments

  • Cloudhuset Service User

    Does the phrase "The generative reply content uses the language applied to the bot." mean that we are unable to use generative AI to support more than one language? Does the function "Automatically translate answer" under the Language settings of a bot not work if you're using generative replies?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Cloudhuset, generative bot replies can work in more than one language. If automatic translations is enabled, and the bot is responding in a second language (that is not the default bot language) then the generative replies will be consistent with that language, provided there is help center content in that language from which to derive a reply.

    0
  • Ashley Moore

    Is this feature to be added to auto reply for articles via email?

    1
  • Alan Pugh

    Because this is a pre-release version ... Restricted help center articles will not be available via generative replies

    Does this mean that restricted article availability is on the roadmap for full release?

    For context, our widget is only available when signed in, and we use SSO, so allowing the bot to access restricted articles will be key for us. 

    0
  • Trudy Slaght

    Is there a way to exclude certain help center articles from being the main source, or to rank support articles to make them more likely to pull from?

    Use  case: All of our products require installation, so the word "install" is present in dozens of our support articles. When I tested a question asking about installation, the answer pulled was from an article that needs to be public, but would be the wrong answer 99% of the time.

    I could configure tags to exclude an article from generative replies, or if there was a setting within guide that allowed an article to be excluded from generative AI responses, that would be even better. 

    0
  • Sean Morrissey

    I am hoping this is a configuration issue on my side, but I cannot seem to get generative replies to see any of my KB articles. Whether they are public or private. Any question I ask it returns no results. Any of my Answers where I push an article works fine. I do not see where I am doing anything wrong in the setup.

    1
  • Austin

    Is there any explore reporting available during EAP that will help us assess how effective the generative replies are in deflecting tickets?

    8
  • User 5629941

    How does this work with flow builder? We have some questions where we know the customer will need to open a ticket. Are we able to use flow builder and the generative AI tools at the same time?

    1
  • Elisa

    I cannot turn on generative reply on and existing BOT because the Setup tab the section "if the bot finds relevant articles" is not present

    I find the section only if I create a new BOT but that would mean to recreate all the answers of the existing BOT 

    2
  • Daniel Aron
    Zendesk Product Manager

    Hi Ashley Moore yes extending generative replies to autoreply on email is on the roadmap for H1 2024

    1
  • Daniel Aron
    Zendesk Product Manager

    Thanks for the feedback Alan Pugh. Yes supporting restricted content for authenticated users is on the roadmap for Q1 2024.

    0
  • Daniel Aron
    Zendesk Product Manager

    Hey Trudy Slaght, no there isn't currently any explicit features to exclude, rank or filter articles for use with generative replies. Thanks your feedback, we'll consider it as we plan the future roadmap. One suggestion in the mean-time is to review the content of articles relevant to the broader "installation" intent and encourage users to write complete phrases so the bot can find the best article without the need for tags or filters e.g. "how do I install A" vs "how do I install B" rather than just a single word like "install". The bot typically performs better across the board at recognising user intent and responding when the phrase is greater than two words.

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Sean Morrissey, I know we corresponded about this via email, however I'd just like to confirm were you able to resolve the issue? Can you share what was/is preventing generative replies from working with your help center?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Austin, unfortunately no there isn't any Explore reporting for generative replies at this stage. However, we are actively planning for how we might best provide insights to customers relating to generative replies performance and expect to introduce them in H1 2024. 

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi User 5629941, today the bot will respond to a user message with either a generative reply or a custom answer built in flow builder. And if it doesn't find either it will display a fallback message. If the user receives a generative reply and needs to continue on to talk to an agent this is possible today if they select "no" when the bot asks for feedback "was this helpful?" and the bot presents an option for a custom answer flow built for agent transfer. That said, we are considering how we can improve this experience and provide more flexibility for admins to configure how the bot should follow up from generative replies. Does this help? I'd love to hear more about the functionality you had in mind?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Elisa, I've reached out to you directly to assist with this issue.

    0
  • Pete Holborow

    Is there a way to ignore selected articles based on labels?

    We have articles for both clients and providers on our help centre. The longer term plan is to split this into two different help centres but for now I'd like to only generate articles that apply to clients.

    0
  • Deiaa Eid

    would you please fix this ?

    1
  • Daniel Aron
    Zendesk Product Manager

    Hi Pete Holborow no there isn't a feature to filter help center articles through labels or similar means currently. However, we plan to release an enhancement to support restricted content in Q1 2024. With that, you could use Guide user segments and through authentication, the bot would only access content relevant to clients if the user is logged in and identified with the appropriate user permission. Will this meet your needs?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Deiaa Eid thanks for the feedback. Good timing, we're actively working on improving the bot's comprehension of small talk such as your example here "thanks" cc/ Gin Atkins

    2
  • Gin Atkins
    Zendesk Product Manager

    Thanks Daniel Aron - yep Deiaa Eid we're going to start with dealing with 'hello' or greetings, and thank you type messages to avoid that situation. We're in discovery on this now, exact release date timing is TBC but expect it early next year.

    0
  • Pete Holborow

    Thank you Daniel Aron. Follow up question, where can I edit the "knowledge is power" message? I can't find that text anywhere in the settings.

    3
  • Daniel Aron
    Zendesk Product Manager

    Hey Pete, that message isn't editable currently, however we're considering how we might enable customization of those feedback collection messages. Can you share why and how you'd like to edit it?

    0
  • Pete Holborow

    The tone just doesn't really fit the rest of the answer and tone I'm going for. I'd prefer to be able to customise it to be a little more appropriate for our use case (medical related questions).

    0
  • Håvard Skare

    Hi. I am having the same issue as Sean Morrissey. Did you find a solution?

    0
  • Daniel Aron
    Zendesk Product Manager

    Hi Havard, we're actively working on a solution to enable restricted content to be referenced for generative replies. We're expecting to release this in January 2024.

    0
  • Håvard Skare

    Hi @Daniel Aron. My content is not restricted though. It is open to all, yet the generative replies will not work. It only says it could not find a solution.

    0
  • Tatiana Christensen

    Hello, we are experiencing the same issue as Håvard on our unrestricted help center. I created a ticket about this topic with Zendesk support today.

    0
  • Sean Morrissey

    I had a call with the dev team last week. Appears to be a q1 2024 release for an update.

    1
  • Brett Bowser
    Zendesk Community Manager
    Thanks for following up here Sean! Glad you were able to hop on a quick call with our developers. 
    0

Please sign in to leave a comment.

Powered by Zendesk