Reviewing AI agent transcripts
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Automated resolutions are AI agent conversations that were resolved by the AI
agent.
Only conversations inactive for more than 72 hours appear in this tab. To understand how resolutions are measured, see Automated resolutions in AI agents for messaging
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Unresolved are AI agent conversations that were not resolved by the AI
agent.
Although the unresolved conversations include conversations that were transferred to a live agent, the transcript includes only messages between the AI agent and the user before agent transfer occurs.
Transcripts from both automated resolutions and unresolved conversations display the first 100 messages exchanged between an AI agent and a user over the course of their conversation.
To view a conversation transcript
- In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to review.
- Click the Insights tab to display the dashboard.
- At the bottom of the dashboard, click View unresolved conversations or View
automated resolutions.
Here, you can review basic information and transcripts for all interactions between the AI agent and your users from the last 30 days. Interactions after a transfer to agent aren't included. The Sent date is the date of the interaction, not the date the AR was counted.
- Click View on the transcript you want to look at.
The transcript opens on the right side of the page.
- Review the conversation transcript.
In resolved transcripts, if the user provided requested details, the specific details are not shown in the transcript, but it is reflected generally as, "Customer sent details."
Be sure to consider possible actions based on the transcripts you review.
Possible actions to take after reviewing AI agent transcripts
- Do you have a help center that can address some of the common unresolved questions?
Create articles using best practices so they are easy for both the AI agent and your customers to find.
Automated resolutions transcripts can help you understand what kind of AI agent answers result in automated resolutions. Look for similarities that you can apply to new or less successful existing answers.
Submitting feedback to Zendesk on automated resolutions
In the conversation transcript, you can provide feedback to Zendesk about how well an automated resolution addressed an end user’s support request. You can submit feedback once per conversation.
To submit feedback on an automated resolution
- In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging, then click the AI agent you want to review.
- Click the Insights tab to display the dashboard and click View automated resolutions.
- Click View on the transcript you want to look at. The transcript opens on the right side of the page.
- At the bottom of the transcript view, click Give feedback to open the feedback form.
- On the feedback form, indicate how well the end user’s request was resolved: Fully resolved, Partially resolved, or Not resolved, then click Submit feedback.
- Select the reasons for your resolution rating, then click Submit feedback. The transcript is updated to indicate that feedback has been submitted.
You can filter the automated resolutions conversation transcripts based on whether you’ve provided feedback. This can help you identify conversations you have not yet assessed.
- In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging, then click the AI agent you want to review.
- Click the Insights tab to display the dashboard and click View automated resolutions.
- At the top of the transcripts list, click Filter.
- Select Feedback submitted or No feedback submitted to display the transcripts you want to view.
- Click Clear filters to display all transcripts.
18 comments
TINA YATES REALMT
Any plans on making this information available through Explore? Or plans in allowing us to download the lists and/or conversations?
25
Denise Sehlmeyer
Would like to see this available either in Explore or by non admins (but only the Insights) portion, as our learning team needs this information so they can make updates to our help center articles.
14
Hanna Jarsocrak
Is there an API available to export this data from Zendesk?
8
Lucas Smith
Having a link to the end ticket would help to make sure that the bot is functioning properly in sending to the correct location. Currently, without the ticket number provided, it is difficult to track down what happened in the Unresolved Conversations tab. If a ticket number could be associated with the record, it would be a great addition.
10
Shawna James
-3
Anthony Woodley
Hi Everyone, Looking to bring Answer bot to my employer and wanted to know more about the “bot builder” and if anyone can share a demo of this in a working process? Thanks in advance
0
Jon Daniels
Anthony Woodley we have a video tutorial/demo of the Bot Builder here! https://www.youtube.com/watch?v=RIb1BOno6uA
Hope this helps you get introduced to the platform, and our article About the bot builder should help get you more detailed information once you have the intro!
0
Mayra
These transcriptions are giving me very little information. I need to know the rest of the conversation (meaning the ticket where the client talked to the agent) so I can know what the client wanted in order to improve our bot. Is there a way to do it?
11
Thorsten Rothenpieler
It would be great if those transcipts would be part of Explore to have more options. I, for instance, would like to see more conversations than from the last 7 days. It would be useful in general to be able to filter by date and language. Having the ticket ID (when a ticket has been created) is very useful too.
7
Sara Anthony
Is there a way to access the older unresolved answers then, or not? Where does this information go once seven days have passed?
5
Reshma Patel
I added a feedback item to the community to add the ability to export conversations - please upvote if you would also find this helpful - https://support.zendesk.com/hc/en-us/community/posts/7898914335514-Bot-Improvements-to-automated-unresolved-questions
3
Micheál McArdle
Dear ZenDesk Team,
I’ve contacted your support team regarding a persistent issue, but unfortunately, their response has been less than helpful.
The problem I’m facing is that the number of automated resolutions continues to increase throughout the day. However, when I try to view these resolutions, the most recent one I can access is from four days ago. Despite the growing count, I cannot see the latest resolutions. My interactions with your support team have primarily resulted in generic links to the help centre, and it feels like my concerns are not being taken seriously.
I would greatly appreciate it if this issue could be addressed with the attention it deserves.
2
Kiru Ramakrishnan
Do you plan to add filters to the ‘Unresolved Conversations’ list? It is challenging to look for chats that were created on a particular day/week or search using keywords to find all related conversations.
I am keen to know if you have plans to add more to this list view.
4
Charlie Tang
Are we only able to view conversations that happened during our operating hours?
0
Hetal Shah
4
Matt Russell
What Hetal Shah said! +1
0
Steven Hampson
What happens with the feedback once submitted? If I see something in the unresolved list that actually was resolved and I mark it as such, will it move it over to the automated resolutions? Thanks.
0
Rosie
The Automated resolutions dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown. I'm afraid, once this is archived, there's no way to access it from dashboard. But we have several solutions in the works for our roadmap that should make a positive difference. While the existing Flow Builder Explore metrics aren't specifically designed for training bots, the “top unresolved answers” table in the pre-built dashboard can be a great way to spot flows that might need the most attention. If you're up for a little exploration, diving into the Flow Builder dataset could be quite rewarding! You can track events in a customer journey using the Sunshine Conversations app user ID and timestamp.
Hope this helps you every step of the way!
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