Announced on | Enrollment opens | EAP rollout begins |
April 16, 2024 | April 16, 2024 | April 22, 2024 |
We are excited to announce generative search for Agent Workspace. Agents performing searches in the knowledge section of the context panel will receive generated answers to their questions, if available. This feature uses functionality provided by OpenAI, therefore agents should check generated answers prior to using them.
This announcement includes the following topics:
What’s changing?
When an agent searches for information while working on a ticket, a summarized answer is displayed above the search results. The answer is generated by OpenAI and is based on an article, post, or external content item (if federated search is configured) returned by Zendesk search. Agents can open the source of the answer to read the original content. Agents can also copy the generated answer to the reply composer and send it to the customer.
Generative search is only available for agent-initiated manual searches. There might be cases when there is no answer or the answer is inaccurate. The quality of a generated answer depends on the following:
- Quality of your knowledge base - Because generative search is based on your help center and external content, the quality of the quick answer depends on the quality of your knowledge base. If there are no articles, posts, or external content that matches the search, an answer will not be generated.
- Search input - Depending on the format and structure of the search query, you may not see a generated answer for every search. For the best results, avoid one-word search queries.
Why is Zendesk making this change?
Previously, agents searching for information had to perform searches in Knowledge in Agent Workspace, then browse through lists of search results and scan through articles to find the answers to their questions. With generative search, agents can find answers to their questions faster and more efficiently.
Generative search cannot provide an answer to all search queries, and there may be cases where agents have to restart their search or read through search results items. We'll be improving the feature over time using your feedback. You can provide in-product feedback for the generated answers by upvoting or downvoting the answers. We'll use your feedback to help us improve generated search over time.
What do I need to do?
You can sign up for the EAP via this form.
Once the EAP is enabled in your account, you must activate generative search in the context panel settings. See Generative search for Agent Workspace.
We invite you to share feedback and report bugs in Zendesk EAP - Generative Search for Agent Workspace.