| Announced on | Rollout on |
| April 29, 2024 | April 29, 2024 |
We're excited to announce that we have expanded our coverage of the Zendesk Intent Model and are now supporting pre-trained intents for the entertainment and gaming industry. These intents can be used with intelligent triage and AI agents (formerly called bots), offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more.
This announcement answers the following questions:
What’s changing?
New entertainment and gaming pre-trained intents for intelligent triage and AI agents
We’ve expanded our coverage of the Zendesk Intent Model by supporting pre-trained intents for the entertainment and gaming industry, aiming to meet the specific needs of online casinos, betting platforms, and ticket selling for events.
New intents for retail, software, insurance, financial, employee experience, and travel industries
Additionally, we’ve improved the pre-trained intents for the retail, software, insurance, financial, employee experience, and travel industries. This update not only enhances the accuracy and relevance of the current intents, but also includes 25 new intents across industries that will further enhance the capabilities of those models.
Why is Zendesk making this change?
We’re focused on expanding the capabilities of AI for all customers. Our teams are continually training existing and new models to provide the benefit of these features for a wide variety of use cases and workflows.
What do I need to do?
If you currently use intelligent triage, the updated intent model is automatically available on your account. Moving forward, you can take advantage of the new and updated intents for use in any automations or reports you’ve set up. You can see all your intents on the taxonomy page. For more information on what you can do with intelligent triage, see Intelligent triage resources.
If you’re in one of our supported industries for intents (retail, software, financial services, insurance, employee experience, and entertainment and gaming) but don’t yet use intelligent triage, or if you’ve enabled intelligent triage but don’t see intent predictions on tickets, contact Zendesk Customer Support for help coordinating the next steps with your account team.
If you’re interested in using the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.
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.