| Announced on | Rollout on |
| July 11, 2024 | July 11, 2024 |
Zendesk has improved the coverage of the Zendesk Intent Model by adding new intents requested by our customers through the Custom intents: Request new intent feature. These intents can be used with intelligent triage and AI agents, 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?
Customers that requested intents through the Custom intents: Request new intent feature can now see the new intents available. The addition of these intents improves the coverage of intents in the Zendesk Intent Model for the retail, software, insurance, financial, employee experience, travel, and entertainment and gaming industries.
Why is Zendesk making this change?
The Zendesk Intent Model is the holistic model that includes all our industry-specific intents. The Zendesk Intent Model enhances our intent enrichment abilities by allowing us to:
- Assign only the intents that are relevant to your account.
- Support accounts with multiple brands or mixed use cases from different industries.
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, travel, 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.