| Announced on | Rollout starts | Rollout ends |
| July 31, 2024 | July 31, 2024 | July 31, 2024 |
We're thrilled to announce the latest improvements to the generative AI features in the Agent Workspace (including summarize, expand, and tone shift) by upgrading to OpenAI's ChatGPT-4o model.
This announcement includes the following topics:
What's changing?
Previously, our generative AI features in the Agent Workspace were powered by ChatGPT-3.5 Turbo. Through initial use and user feedback, we identified several areas for improvement using ChatGPT-4o. This upgrade leverages advanced prompt engineering and the enhanced capabilities of ChatGPT-4o to address the following issues:
- Improved response accuracy.
- Reduction of language errors in expansions and tone changes, as well as accuracy issues with ticket summarization.
- Mitigation of errors related to max ticket length when summary is used, due to ChatGPT-4o's larger context window.
- Enhanced feature performance, ensuring efficient agent operations.
Why is Zendesk making this change?
These features are widely used across various industries, with over 1.5 million monthly uses. We anticipate that these enhancements, which are based on user feedback, will further boost efficiency, reducing the time to first response and resolution, thereby increasing customer satisfaction.
We understand that new ChatGPT models generally offer better accuracy, improved performance, and fewer hallucinations. To stay ahead, we have invested and will continue to invest in improving our testing and regression processes, enabling us to more swiftly adopt future ChatGPT versions while maintaining high quality standards.
What do I need to do?
If you have the Advanced AI add-on and you've already turned on the generative AI setting in the Admin Center, then no further action is necessary. This change will be automatically available after the rollout ends.
If you’re interested in using the 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.