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Announcing the Summarization & Text Enhancing EAP

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Jakub Konik

Zendesk Product Manager

Posted Apr 28, 2023

This feature was released on March 6, 2024, and its EAP has ended. See Using generative AI to summarize and enhance ticket comments.

We’re excited to announce an early access program (EAP) for the Summarization & Text Enhancing features, made in partnership with OpenaI, the company behind ChatGPT.

What does it include?

  • Activation of generative AI features in Admin Center (admin has to enable those features in Admin Center -> Intelligent triage -> Generative AI)
  • Summarization of incoming and existing tickets by agents
  • Enhancement of agent replies in the composer before they're sent (expanding and rephrasing)
We believe these features will decrease the time agents have to spend on reading though tickets and structuring their replies. As a result, your customers will receive a faster service and your agents will have more time to focus on more important tasks. Please take into account that we're only supporting English for the time being.
 
Note: OpenAI will not use your data to train its models or improve its services.
 
Read more about the features in this EAP here.

How do I participate in the EAP?

To sign-up please complete this form.

While we cannot guarantee that everyone can join at this stage, we’ll do our best to support as many as possible. In the meantime, we invite everyone to join the conversations and provide feedback in our EAP community.

We look forward to working with you on this exciting new feature!


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13 comments

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Rafael Santos

User Group Leader

Exciting news! Great complement to Intelligence in the Context Panel.

Is the data shared on those kept secure and not used by their GPT engine for its training?

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Amazing feature!

Another benefit for the agents could be to use ChatGPT to parse issue description and suggest steps to resolve based on knowledge base articles. Do you have anything like this on a roadmap?

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Will this functionality be made available via API? It would be useful to be able to make use of the ticket summaries in custom functionality we have built internally. 

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Can this be added to a Sandbox account for testing and then the live account later if it works well?

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Jakub Konik

Zendesk Product Manager

Hey Rafael Santos  thanks! OpenAI does not use any data coming from Zendesk to train their models.

Hey Anton Maslov thank you! There's something like this for Chat: https://support.zendesk.com/hc/en-us/articles/4408843471642-Enabling-Article-Recommendations-in-Web-Widget-Classic- that does not use ChatGPT. Also, we have a few things in our roadmap that touch on the subject - expect more news this year! 

Zachary Hanes for now we have no such plans, but I understand your use case. 

Kyle Davis please complete the EAP form with your sandbox information and we'll see what can we do.

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Rafael Santos

User Group Leader

Thanks Jakub Konik, my question has since been answered via the Zendesk AI Data Use Information article.

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How is the language detection within the Intelligence section affect workflows or other items?  Is this separate from the native Zendesk Language detection?

 

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We have started using this feature and would love the ability to undo an enhancement we have added via tone shift. 

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Is there no way to see if the agent used the "Enhance Writing" feature to modify a reply? 

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Jakub Konik Curious if you can answer my question above: is there a way to see if an agent used the "enhance writing" feature on their reply? Is that something tracked within the ticket, the same way we can see that agents applied a macro, for example?

Also, will there be a way to fine-tune the "voice" used for the "enhance writing" features? For example, the "make more friendly" feature can be helpful but is a bit too informal at times (at least for our brand voice). If we could have it, say, scale back the exclamation points, and make other adjustments or even provide instant feedback on the result, that would help. 

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I came here to ask the same question as Michael Yuen. This will help, especially when our leads are reviewing the interaction for quality assurance, to know if it was the tool or if the agent wrote the communication. 

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Hello,

Will there be a way to customize summarization promts?

In our operation some teams could make use of a more bullet point format rather than a paragraph and other team might make use of a more intent-based summary.

So the idea is to have a setting in admin center, to assign different summary prompts to different contextual workspaces.

CS group can have a prompt saying; "summarize this content by making bullet points." and a sales group can have a prompt saying "summarize this content focusing on personal statements."

This would allow different teams to have more tailor-made summaries related directly to what they need to see.

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Love this! Been testing out the 'expand' feature and it's great. 

I noticed the AI uses "Hello [name]," but we usually use "Hi [name]" (hi and no comma). Is there going to be a way to standardize this somewhere so that the AI generates our preferred greeting?

Thanks!

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