Announced on | Rollout starts | Rollout ends |
December 18, 2024 | December 17, 2024 | December 19, 2024 |
What’s changing?
When using agent copilot’s auto assist capability, you can now cancel actions recommended by auto assist when editing the response.
Since its release, auto assist has allowed agents to edit the suggested reply from auto assist, but agents couldn’t make any changes to the actions associated with the suggestion. Instead, they had to take over from auto assist. This release improves that experience by allowing you to cancel a recommended action without taking over from auto assist.
Removing actions is similar to removing tags on a ticket. When an agent edits the auto assist suggestion, they can click the X next to the suggested action to remove it. If they accidentally remove an action and want to restore it, they can undo the changes to revert to the original suggestion.
Why is Zendesk making this change?
Exceptional service is powered by effective collaboration between agents and AI. This capability increases the flexibility of that collaboration. If an agent is not ready to perform an action as part of a business procedure defined by an admin, or if an adjustment is required for a given scenario, the agent can now easily edit the auto assist reply on the fly without having to exit the experience completely. This powers more effective, seamless service experiences.
What do I need to do?
No changes are required on your part. This will be released to your account automatically, and you’ll know it’s happened when the Edit experience for auto assist adds the X button to remove actions. See Using auto assist to help agents solve tickets.
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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