English (US)

Announcing the Summarization & Text Enhancing EAP

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Jakub Konik
Zendesk Product Manager

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!

10 Comments

  • 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?

    2
  • Anton Maslov
    • Edited

    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?

    0
  • Zach Hanes

    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. 

    0
  • 이지훈
    • Edited

    sound great.

    0
  • Kyle Davis

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

    1
  • Jakub Konik
    • Edited
    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! 

    Zach 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.

    0
  • Rafael Santos
    User Group Leader

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

    0
  • James Molina
    • Edited

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

     

    0
  • Tricia Pearson

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

    0
  • Michael Yuen

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

    0

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