| Announced on | Rollout starts | Rollout ends |
| April 16, 2024 | April 16, 2024 | April 16, 2024 |
We are thrilled to announce our latest enhancement: the Insights dashboard tailored for AI agents on messaging (previously known conversation bots)
This announcement includes the following topics:
What is changing and why?
Enhance your AI agent’s performance and customer experience with detailed insights on resolved and unresolved topics, end-user interactions, and automated resolution rates. The new Insights tab is your one-stop-shop to get next steps on how to boost your AI agent’s performance without the need to run multiple data analyses. Available to all Zendesk customers on Support or Suite plans.
Monitor current performance
Easily monitor and track KPIs for your AI agents with insights on automated resolution rates and agent transfers on a weekly basis. By understanding the breakdown of AI agent responses, including recommended articles , AI-generated replies, answer flows surfaced, and instances where the AI agent couldn't surface an answer, you get a clear view of what responses lead to the most optimized experience.
Next steps to improve performance
Take actionable steps to enhance your automation rates and boost your AI agent performance by identifying and addressing common topics where your AI agent struggles to resolve a customer issue. The insights dashboard highlights intents without answers, empowering you to create tailored responses or generate a reply with AI for the intent, ensuring no question goes unanswered ultimately improving your customers' experience.
Review conversations
Now, you can gain deeper insights into end-user interactions with a drill-down into resolved and unresolved interactions between the end-user and the AI agent. From here you can understand what topics need to be adjusted to increase resolution rates or identify conversations that might need to be handled by a human agent.
What do I need to do?
The Insights Dashboard is available immediately, requiring no additional action. Please allow a few days for Automated Resolution rates and Conversation transcripts to populate.
Note: Access to intents requires an ML model assigned to your account.
Where can I find more information?
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For more information on the Insights dashboard, see Monitoring performance with the Insights dashboard
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For more information on resolve intents without answers, see Creating answers based on suggested intents
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For more information on conversation transcripts, see Reviewing conversation transcripts
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For more information on AI Agents, see Overview of AI agents
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For information on Automated resolutions, see About automated resolutions for AI agents
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.