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We are excited to launch AI agents and automated resolutions!
Posted Apr 25, 2024
Dear Customers,
We are excited to launch AI agents and preview the upcoming launch of automated resolutions! For ease of collecting feedback on this launch, and to make sure we can provide you with quick answers to your questions, we are providing this space for all feedback to be shared. Please comment below to share your thoughts and feedback, or ask questions about this release.
The product feedback forum in the Zendesk Community is always the best place to share information with our Product Teams around ideas you have for features or feedback you have about what we are building. This is where our product managers monitor and engage in conversation, and our aim is to aggregate all feedback here.
Before posting, please take a moment to review the community guidelines and code of conduct. These outline how our product feedback forums work, how we review this feedback, and what you can expect. Take a look and let us know if you have any questions!
Thank you for being a part of the Zendesk Community and sharing your feedback with us, we sincerely value your input!
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68 comments
Viachaslau
Rich Talbot We have faced a similar experience. A significant number of customers do not realize that by marking an article as useful, they close a ticket. We have also implemented a trigger - that if a client first marked an issue as solved, but then disliked it, the ticket is reopened.
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Rich Talbot
Zach Gilbert you'd think, but that is NOT what we are seeing in some cases. I know that customers can click on a Problem Solved button if they open a suggested article. I spoke with a customer whose ticket showed she looked at each of the three articles recommended. She explained that she did not look at one of them. She did not click on on and of the links at all . She sent a ticket and that was it. I have other tickets that show only 1 one the three articles was viewed, but a different article was listed as having solved the ticket. Shouldn't the one that solved the issue show as Viewed in the ticket??? Something is really wrong. I have a work around in place, but the customer experience is poor. I created a trigger such that an “are you sure” email is sent to any Ticket that is solved by AI or Automation. This helps, but still not a great experience. I am seeing customers reply “I never solved the ticket!”. I strongly believe AI (or ZenDesk rules created by ZenDesk) should not be trying to determine if these cases are closed.
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Adam Vorisek
I ran into the exact same issue as Viachaslau. Customers would mark an article as useful, the ticket would solve without them or us knowing, and they would leave us negative feedback. That is frustrating enough, but being charged as an automated resolution for that is extra bad icing on the cake. I implemented the exact same trigger to bring back tickets with negative feedback that were automatically solved, which at least lets us help the customer, but unless I am missing something, we would still be charged for a false positive automated resolution. I am on the verge of disabling the feature outright; it has been far more problematic than useful so far, and I don't like paying for problems.
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Brandon (729)
Hey Rich Talbot - nice to see you here! This is not expected behavior as far as I know. I would recommend having Zendesk Advocacy look at the ticket(s) in question to figure out what happened. Yvonne P. the automated_resolution tag should also strip, so you might want to have Advocacy look at that as well. Hope this helps!
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Ahmed Zaid
Hello,
I am experiencing the same issue like some of you recently, where tickets are solved as if the end-user clicked “Yes, close my request” without them knowingly doing so.
I am suspecting this is due to link expanders, similar to this issue where safe link or url expander service automatically opens the link in the email to close the issue. My suspension is because some of the reported cases are solved immediately when it would not have been possible for the customer to go through the article. I am not sure how to verify my suspicion about this yet.
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Rich Talbot
Ahmed Zaid We thought the same thing, so I reached out to a customer who experienced the issue and met with their IT who verified it is NOT a link expander. I further verified this when an inside sales rep at OUR company forwarded a customer email to our support team, and it happened to our sales rep. We do not use a link expander. It is also a very random thing. The same customer who I contacted about it sees the problem in only some tickets. Some are perfectly fine. I checked all the obvious stuff - browsers, mail apps, OS, etc. Nothing obvious on the customer side. I have a ticket open with ZD Support who can reproduce the problem. It is currently with ZD engineering.
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Yvonne P.
Brandon (729) Thank you for your attention to this. I am not sure what you mean with “the automated_resolution tag should also strip” > honestly that tag beeing added to tickets, even when the requester did not mark the request as solved is our biggest issue with this feature at this point.
Zendesk confirms, that the tag will be added also if within 72 hours of the ticket being created/the article suggestions being received/viewed by the recipient and no further public comment is then made for 72 hours (from agent or requester) that tag “ai_agent_automated_resolution” is added to the ticket.
Let me give you a real life example: Requester submits a ticket on Thursday 06:30am > our team is in some sort of Peak Season and response times are longer than usual. The Requester received the autoreply with article suggestions right away, and views the suggested articles, but does not feel his/her request is solved, so no further action is taken. The ticket is assigned to an agent on Monday morning and he/she responds around 10am - this is more than 72 hours since the requester viewed the suggested articles. The tag “ai_agent_automated_resolution” is added, soley based on the fact that there was no further public comment within those 72 hours. However a human agent indeed has to handle the request, so this, in my opinion, should not be tagged or counted as an automated-resolution - hope this makes sense.
We would love to continue using the feature and implement it for all our brands - but in our first test with approx. 100 real life tickets, we noticed about 30% were indeed not auto-resolved. I can not imagine this not to be an issue for any other Zendesk client, as during Peak Seasons response time may very well be longer than 72 hours. Is there any chance Zendesk would consider optimizing this - and/or how can I submit this to the Zendesk Advocacy Team to look into this?
In my opinion: only when a requester, who received article suggestions in autoreplies clicked “Yes, solve my request” it should be tagged and counted as an automated resolution. How does everyone else here feel about this, am I misunderstanding or missing something?
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Ryan McGrew
Hey All,
Thanks for providing feedback and giving us real work examples you're seeing. I will provide some context here and some guidance on next steps.
As initially designed, you're correct that we look for situations where customers have clicked on article links and reviewed an article. If with 72 hours there are no public customer or agent replies on the ticket we currently count this as an Automated Resolution. As we looked at this, 90%+ of tickets are resolved within 72 hours. We also wanted to account for scenarios where customers did not click the “Yes this solve my request” button since we no that won't happen every time a customer gets the information they need. So we believed that the combination of these 2 factors would resolve false positive that might occur.
We rolled out this change back in August and prior to this post we weren't fielding significant feedback from customers that it wasn't meeting their expectations. We're reviewing that now based on this thread.
This particular feature has been part of our Zendesk Suite for roughly 7 years now. Looking forward, we are planning to launch our new AI Agents Essential capabilities that power Messaging conversations to ticket channels like Email, Webform, etc. This should be a significant upgrade based on Generative AI and should have much higher automation rates.
Myself and my team are going to review this feedback and determine what action we can take based on your feedback. Please give us some time while we do a deeper analysis. As always, we want to listen to our customers and adjust to their feedback so they feel that they're getting value from the features we provide.
Thank you!
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