| Announced on | Rollout starts | Rollout ends |
| May 15, 2024 | May 15, 2024 | May 17, 2024 |
Zendesk is releasing its first AI-related dataset, which offers insight into usage of the generative AI agent ticket tools (including summarize, expand, and tone shift).
This announcement answers the following questions:
What’s changing?
The Generative AI agent tools dataset and its associated prebuilt dashboard let admins drill into agent utilization of these generative tools and correlate the impact of these tools on common metrics such as resolution time, CSAT, requester wait time, and more.
Why is Zendesk making this change?
It’s important to be able to measure the impact of these tools as well as ensure the intended agents have adopted them into their workflows. The Generative AI agent tools dataset and dashboard are intended to assist all customers who are using these AI tools from the initial trial period to long-term adopters looking to optimize and observe how the tools are impacting the whole operation.
What do I need to do?
Customers who have turned on the generative AI agent features will start seeing the dashboard on the date above. Customers with Explore Professional or Enterprise will be able to create custom reports, clone the prebuilt dashboard, and make any other customizations as is common with other Explore datasets.
To familiarize yourself with the new dataset and dashboard, you can review the following articles:
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.