Question
Can AI agents scan and interpret attachments in conversations?
When a ticket is created with no text and just an attachment, how is the language detection supposed to behave?
Answer
AI agents process only the text in conversations and tickets. The AI doesn't scan the attached files and media in conversations. However, these attachments are available in the ticket when the conversation is escalated for your agents to review. For more information on AI agents, see the article: About AI agents.
When a ticket is created with no text and only an attachment, the language detection feature in Zendesk is likely to not detect any language. This is because the language detection relies on text content to analyze and determine the language used. Without any text in the body of the ticket, the system doesn't have the necessary data to perform language detection.