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Allow generative search to anonymous users
Posted May 08, 2024
The generative AI search feature is exclusively available to users who have logged in to Zendesk. As we do not require users to sign in, the majority of our customers do not have access to this feature. Moreover, we may remove the ability for customers to log in at all, which would mean that this feature will not be accessible to anyone.
Are there any plans to allow anonymous users to view the quick answers as we'd love all of our customers to take advantage of this generative AI feature?
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4 comments
Tetiana Gron
The feature will be available only to signed-in users for the duration of the EAP. However, we plan to re-evaluate availability for non-authenticated users later.
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Joshua G
Well SHOOT. Either I totally didn't see this noted in the announcement or the opt-in form, or this wasn't communicated. I'm trying to get value out of our Zendesk Advanced AI package and this was looking promising.
Warning to others out there! Before you go through the hassle of upgrading your theme to the most recent API version!! If your users don't log-in, it's a no-go for this feature.
As our customers interact with our Help Center anonymously (it's a public help center)…this is a major hard stop for our ability to use/evaluate. Very unfortunate and disappointing.
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Patty Ann, Salindong
I would like to add to the discussion as well. We have also activated this feature, but we are unable to use it because most of the customers who visit the Help Center are not registered, which is expected since the Help Center is public.
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Chris Todd
I agree with the sentiment on wanting to open to anonymous users, too.
Until then, I was thinking perhaps adding a sign-in to enable message. Something like: “We're testing the use of AI to improve search. Sign in to add the AI to your search experience.”
Has anyone tried this?
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