Announced on | Rollout on |
September 9, 2024 | September 9, 2024 |
We're happy to announce that we now support pre-trained intents for the education industry. 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?
We’ve expanded our coverage of intents by supporting pre-trained intents for the education industry, aiming to meet the specific needs of managing and updating information about education courses, examinations, admissions, scholarships, and student life.
Now, you can enhance your tickets with industry-specific intents tailored for the education industry. This will provide valuable insights into your ticket patterns, helping you identify the most relevant intents for your business. Additionally, it will streamline the triage process and, ultimately, reduce the volume of incoming tickets by enabling smarter automation.
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 want to leverage intents to better understand your business use cases or create workflows, see Automatically detecting customer intent, language, and sentiment.
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.
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