Announced on | Rollout on |
January 23, 2025 | January 23, 2025 |
We’re excited to announce an early access program (EAP) for custom intents, which marks a significant evolution in how Zendesk supports intent prediction in intelligent triage.
This announcement contains the following topics:
What’s changing?
Intelligent triage leverages AI to automatically classify incoming tickets by intent, language and sentiment. The Zendesk Intent Model includes pre-trained intents across several industries, providing relevant intents and use cases tailored to each account's ticket data.
Previously, all you could do to customize these intents was to request a new intent, a process that required human evaluation for an intent to be added to your account.
With the release of custom intents, we're eliminating the wait time entirely. Custom intents can now be created instantly, added immediately to your intent list, and made available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.
Why is Zendesk making this change?
Custom intents empower admins with greater control over managing intents. This enables you to tailor intents to your unique business needs, improve automation accuracy, and build confidence in AI-powered decisions.
What do I need to do?
If you'd like to create custom intents, first sign up for the EAP. Then, to learn how to create a custom intent, see Personalizing intelligent triage by creating custom intents.
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.
0 comments