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Generative search for help center (EAP)



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 10, 2025


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61 comments

Love this feature, but just a waste that it is only for signed-in users. Please make this feature also available for all users!

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Tetiana Gron

Zendesk Product Manager

Jihoon Lee (이지훈) we are evaluating right now what languages we can support. 

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Tetiana Gron , Great feature! What is your plan for providing a way to measure efficacy beyond simple thumbs up or down feedback? It would be fantastic to have an analytics dashboard that shows a list of user questions and chatbot answers. This is essential for measuring success and identifying content gaps.

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Emily Hillerman and Josef Prandstetter ,

 

Regarding your question on optimizing your help center content for AI, take a look at this article.

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Josef Prandstetter

Zendesk Luminary

Shahrooz Kamali Thx a lot for the link - this is really worth reading.
Another article might be this one.

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Tetiana Gron

Zendesk Product Manager

Shahrooz Kamali  we are considering implementing some analytics in Explore for this feature. 

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Josef Prandstetter , great article, thank you for sharing!
 

Tetiana Gron , Thank you for the quick response! Do you have an estimated timeframe for the analytics? I learned from our Zendesk admins that we can export chat interactions and history via the ZD APIs, which we plan to do. My team of technical writers and knowledge managers is eager to use this data to make better content decisions. Who knows, we might even find a way to use AI to help us fine-tune our content and improve the AI-generated answers!

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Tetiana Gron

Zendesk Product Manager

Shahrooz Kamali We plan to add reporting on generative search, but I don't have a timeline. Right now, we are in the discovery stage and gathering feedback about it.

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Two questions about future functionality for generative search:

  1. Will there be any flexibility to exclude a subset of articles that need to remain public and published to users? Perhaps an ability to include/exclude only articles with a certain label?
  2. There's some terminology within our industry that mean the same thing and used interchangeably by users. Our articles will sometimes only have one or the other referenced. Can we “train” generative search to know any search results that use either terminology should be pulled? For example, if a user searches for “spot media” or “local media” the results should be the same and pulled from any articles that contain either phrase?

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Tetiana Gron

Zendesk Product Manager

John Tieu thank you for feedback! I'll take note of it for further consideration as we continue to improve the feature. 

Regarding the second point, I would suggest trying to apply labels.

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Why is this feature only available for logged in users? This makes it hard and the login process for ZD Guide isn't exactly the best…smh

Requiring users to be signed in basically makes this a useless feature for us and for many other companies (judging by the comments). Any plans to enable this for non-signed in users?

 

 

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James Pierce how did you set up a category filter on your search results page?

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I hope the final product allows greater customization when it comes to styling.

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Michael Lorch I'm assuming it has something to do with article permissions. You wouldn't want the AI to suggest an answer to the wrong user segment.

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Do you still need to sign up for early access? I manage the Guide and only want to activate the AI search. I've seen a summarise button on articles on other sites, too. Is this included?

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Any update on when ZD anticipates a wider non-EAP release for generative search? And any expectations for how pricing/packaging works? I'd hate to roll this out to users only to have to roll it back because we don't want to pay for the  whole Advanced AI Add on :-/

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Matt Russell

Zendesk Luminary

Hi Tetiana

**Update 12Sep24: After waiting ~24hrs, this appears to be working now (unless there was some other micro-outage I was not aware of).  For future and for others following: do we need to wait a while for this to “kick in” after setting up the configuration as outlined below?

--------------------------------------------------------------------------------------
Orig message:
Could you help answer a query which I've seen asked by others in a few variations on this article?  It is around the prevalence of the “Rephrase your search or add more details to help AI come up with a quick answer" response to questions that I would expect the AI to generate a reply for.

We have 9 brands in my instance.
All have Quick Answers enabled in Guide Admin across all 9.0
I have just ensured that all 9 active themes we are using have 

  • version 3 of the API, and 
  • {{generative_answers}} embedded within the search_results.hbs page, and published.

All articles are “visible by everyone” (that's logged in).

2 of my 9 brands are returning expected “Quick Answer” content where as the remaining 7 are constantly throwing that “Rephrase your search” response, despite article results that appear beath that (traditional search)?

Thank you,
-Matt Russell
Customer Service Delivery Manager

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Tetiana Gron

Zendesk Product Manager

Hi everyone! Thank you for your interest in the generative search for HC EAP. You can still sign up. We are currently working on the pricing strategy and will share the details with you as soon as we are ready.

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Sorry Tetiana Gron , Just to clarify, this is going to be a pay-to-play feature and not included in the already high-priced AI add-on + the cost of AI-automated results? 

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Tetiana Gron

Zendesk Product Manager

Matt Russell It's great to hear that the problem has been resolved. The feature should start working immediately after activation. We have a default callout to rephrase the search, not only when there is no answer but also when something fails on our side.

Should you encounter any issues with this EAP in the future, please create a post within this EAP topic, and I will generate a ticket so that we can investigate your particular case further.

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Tetiana Gron

Zendesk Product Manager

Zach Gilbert generative search for Agent Workspace will be included in Advanced AI add-on. Regarding generative search for help center, as mentioned earlier, we will announce the feature pricing when we are ready.

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Hi - can you provide any insight on how impactful the thumbs up/down feedback is? How many thumbs down does it take to stop suggesting a quick answer? Is the impact weighted differently depending on the reason they chose for negative feedback? 

Also, is there a way for us to review the free text feedback a user enters when they downvote?

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Tetiana Gron

Zendesk Product Manager

Hi John! We don't automatically update functionality based on feedback. Your feedback helps us iterate on the prompts we use for OpenAI. Right now, we don't offer reporting for gen search. 

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Dinesh Korgaokar

Zendesk Luminary

Do we have API for Generative-search

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Hi Tetiana Gron  - in May, you left a comment that the generative answer comes from the top 3 articles.  If this is the case, how is the linked article chosen from the 3?  Our testing is showing us that we are getting correct answers but the linked article isn't where the answer came from.  It is returned in the top 3 and has a few keywords but the response itself is clearly from one of the other top 3 articles and not the one AI displays.   We are seeing this same behavior in the Agent Generative search as well.  

We'd love to understand this more as we plan for changes to our content structure.  

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We're lacking reporting for the EAP feature, it would be nice to see customer prompts, GenAI responses, and related session events (did they view an article, did they vote on the GenAI response, did they submit a ticket, etc)

Long-term:
In addition, we hope to apply consistency to different AI-generated replies across your platform. 

  • Quick Answer in the search
  • Agents generating AI replies to send in tickets
  • Chatbot genAI responses

Today, we see an issue where the chatbot and the quick answer provide a mostly acceptable answer, but the quick answer does skip over an important troubleshooting step. This step is clearly documented and the chatbot metioned the important step, but the quick answer left it out. 

The general concern is why GenAI is referencing the same article but leaving out important bits in its reply. How can we tag content to ensure certain content gets included in genAI responses?

 

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Tetiana Gron

Zendesk Product Manager

Thanks John Baker for feedback. Our roadmap includes extensive reporting related to the generative features. To stay on top of product releases please visit our What’s New page in the Help Center.

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Hi Tetiana, 

 

I activated the generative search and its working on our end however we noticed that its no longer allowing us to switch from 1 language to another. We have 3 languages and users should be able to switch. Is this a bug or a restriction with the generative search? 

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Tetiana Gron

Zendesk Product Manager

Judith Ilagan Could you please provide more details? There is a limitation with some Asian languages that we will address soon, but I am not sure if this is related to your issue.

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Hi Tetiana, 

 

Here is our HC. Our default language is en-au. On the bottom, users can change language to GB or US. Depending on the language selected, the content of the article may slightly be different. 

 

Before updating the HC, we can switch from 1 language to another now the language selection is not working.  

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