This article introduces you to the AI agents - Advanced add-on, including the main menu navigation and links to more information about the available features.
This article contains the following topics:
Navigating the add-on
The table below explains the menu options available in the AI agents - Advanced add-on.
| Main menu item | Sub-menu item | Description |
| Dashboard | Dashboard | Provides quick access to overall performance metrics, relevant actions, and helpful resources. |
| Analytics | AI agent analytics | Allows you to analyze the performance of your AI agents on key metrics such as AI agent-handled, resolution, deflection, and escalation rates. |
|
Training center (Available only when an expression-based AI agent is selected in the upper-right) |
Intent training | Allows you to train intents for expression-based AI agents by creating sample expressions and associating them with an intent. |
| Message training | Allows you to train intents for expression-based AI agents by associating real messages from historical conversations with an intent. | |
| Automation reports | Allows you to estimate the automation impact that AI agents can have on your workflows by importing historical data from your current CRM platform. | |
| Confusion matrix | Allows you to see how well your expression-based AI agents are able to recognize intents and troubleshoot issues with intent recognition. | |
| Content | Use cases (includes dialogue builder) | Allows you to create and manage use cases for zero-training AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users. |
| Intents (includes dialogue builder) | Allows you to create and manage intents for expression-based AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users. | |
| Templates | Allows you to create and manage templated replies that you can use in dialogues. | |
| Actions | Allows you to create and manage actions that your AI agents can take during conversations. | |
| Conversation logs | Conversation logs | Allows you to review the conversations between your AI agents and end users, including the messages sent, actions taken, and more. |
| AI | AI models | Allows you to create and manage AI models used with expression-based AI agents. |
| Settings | AI agent settings | Allows you to configure general settings for your AI agents, including languages, operating hours, and more. |
| CRM integration | Allows you to import data from other CRM platforms, including Zendesk Support, Zendesk Chat, Sunshine Conversations, and others. | |
| Generative replies | Allows you to manage knowledge sources, search rules, and personas for AI agents using generative replies. | |
| Entities | Allows you to create and manage pieces of information from end-user messages that can be used in dialogues. | |
| AI agent management | Create AI agent (Client admin role only) | Allows you to create zero-training AI agents. |
|
Organization management |
User access (Client admin role only) | Allows you to manage user access to specific AI agents. |
| Organization management (Client admin role only) | Allows you to manage details about your organization. |
Accessing help and resources
From within the AI agents - Advanced add-on, you can quickly access help and resources.
To access help and resources
- In AI agents - Advanced, click the question mark icon (?) in the top-right corner.
- Select one of the following resources:
- Visit our knowledge base: Opens the Using AI agents - Advanced section of the help center, where you can browse all available articles.
- What’s new: Opens the What’s new in Zendesk category of the help center, where you can read monthly roundups of the latest feature releases.
- Status page: Opens the status page, where you can see the status of the systems powering the AI agents - Advanced add-on.
- Chat with us: Opens the widget, where you can ask a question or raise a support issue with Zendesk customer support.