See our What's New for an overview of what was released in the last month.
This week's release notes include:
- App Marketplace
- Zendesk bots
- Zendesk Explore
- Machine learning and Guide
- Products with no updates this week
App Marketplace
New
-
Rexo 128 (Theme)
Rexo 128 presents a contemporary and sleek Zendesk theme tailored for professional use. Its minimalist design and personalized pages ensure seamless display across all devices, making it an ideal choice for diverse industries. With Rexo 128, you can experience simplicity infused with your brand's unique style.
Zendesk bots
New
- Generative replies and bot persona features are now generally available for use by all Zendesk Suite and Support customers (without the Advanced AI SKU). For customers not previously on the Generative AI EAP this includes the following:
- Key changes to the Conversation bots admin experience
- Creating a new bot, now includes a step to activate the generative AI features.
- Bot settings now include a feature to activate bot persona.
- The Behavior tab includes a new section, 'If the bot finds relevant articles', where you can activate or deactivate generative replies or article recommendations.
- The Behavior tab includes a new section, 'After the bot answers', where you can customize how the bot responds to user feedback following a generative reply or article recommendation.
- When Bot persona is activated, an option to 'Generate variations' will appear for various standard responses on the Behavior tab.
- Key changes to the end-user experience
- The bot will always prompt the user for feedback after generative replies and article recommendations
- A Generated by AI end-user disclaimer is associated with bot messages that involve generative AI in their creation. For more information, see Announcing general availability of generative AI features for bots.
- Key changes to the Conversation bots admin experience
- The New insights dashboard is designed to help customers optimize their conversation bot’s performance with performance metrics and conversation transcripts. For more information, see Monitoring bot performance with the Insights dashboard.
Zendesk Explore
New
- The Having clause was removed from the Result manipulations SQL options menu in the Report builder due to its impracticality and very low usage. See Using SQL to filter reports.
Machine learning and Guide
New
- Knowledge in the Agent Workspace Generative search - In the knowledge section search box of the context panel, agents can enter a question or phrase. The search generates top matching articles, posts, and external content, evaluated by OpenAI. Agents can then copy the answer (posted in the context panel), into tickets. For more information, see Generative search for Agent Workspace (EAP).
- Help center search - The help center is using generative search, which now displays a quick answer above the search results. The quick answer is generated by OpenAI and is based on articles, posts, or external content items. For more information, see Generative search for help center EAP.
- Entity detection EAP - Use entity detection to create dropdown custom fields and populate them with the entity values that are detected in tickets. You can then use these fields and values in triggers, automations, and routing to build highly detailed, effective business rules. To sign up for the Entity detection EAP, see Announcing an early access program for entity detection.
- Agent copilot EAP now open - Agents can save time on developing next steps or actions by using Agent copilot to automatically send approved replies to the end user in the name of the agent. Agent copilot will carry out approved actions so the agent doesn’t have to. For more information, see Announcing an early access program for Agent copilot.
- Introducing AI agents - Use AI agents to handle straightforward or complex queries across multiple Zendesk support channels. For more information, see Overview of AI agents and the AI agents vs bots demo.
Products with no updates this week
- AI
- Admin Center
- Zendesk bots
- Zendesk Chat and Messaging
- Zendesk Gather
- Mobile SDKs
- Sell
- Sunshine Conversations
- Zendesk Support
- Zendesk Talk
- Web Widget (Classic & Messaging)
0 comments