|November 29, 2023
|November 29, 2023
Zendesk is introducing two new pre-trained intent models tailored to employee experience: HR and IT, that can be used with intelligent triage and advanced bots. These new models offer 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, insurance, 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:
New employee experience models for intelligent triage and pre-trained bot intents
We’ve launched two brand-new employee experience intent models. These new additions to our suite of models are designed to help IT and HR teams deliver exceptional employee experiences.
Updated models for retail, software, insurance, and financial services industries
Additionally, we’ve released new versions of the retail, software, insurance, and financial services intent models.
This update not only enhances the accuracy and relevance of the current intents, but also includes 39 new intents across the four 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. You can see all your intents on the taxonomy page. 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, insurance, and employee experience) 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.