Change the behaviour for AI responses when an agent is needed
Posted May 10, 2024
We see customer confusion in scenarios where:
- The client's issue requires the agent's involvement
- the bot generates an AI reply with "To resolve this issue, contact support" based on our Help center articles.
- The bot goes on to ask “Was that helpful?”.
- The customer clicks "yes" and the dialogue ends. However, the right thing to do would be to redirect the customer to the agent afterward.
We are thinking about how to reword the knowledge base articles to solve this problem, but it seems to me that we are not the only ones facing this.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Daria Bogusz
This feature request has been accepted and is on our roadmap in 2025. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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