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Jakub Konik
Joined Apr 15, 2021
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Last activity Jan 06, 2025
Senior Product Manager for Zendesk Sell
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Latest activity by Jakub Konik
Jakub Konik created an article,
Announced on | Removal on |
January 6, 2025 | February 10, 2025 |
As recently announced, Zendesk’s agent copilot is now generally available, with a broad set of tools designed to assist agents so they can efficiently provide the best possible customer experience.
Customers using the legacy version of these features were given time to upgrade to the new experience. Today, we're announcing an official date when the legacy versions of these features will be discontinued.
You are a legacy customer if you purchased Advanced AI before or on October 9, 2024 and haven’t migrated to the new agent copilot experience.
This announcement contains the following topics:
What's changing?
Some AI features, such as intent, summary, and merging suggestions, are now intuitively embedded in the Agent Workspace UI as part of agent copilot, allowing your agents to more seamlessly leverage them while handling tickets. As a result, we’ll be removing old versions of these features on February 10, 2025. Any accounts that haven’t opted in to the new experience by that date will automatically see the new and improved functionality on February 10, 2025.
You can find a full list of these features here and see their legacy experience in the “Before opting in to agent copilot” column, and the new experience in the “After opting in to agent copilot” column.
What do I need to do?
If you purchased Advanced AI on or before October 9, 2024 and are using any of the legacy functionality noted above, we encourage you to:
- Review How to opt in to agent copilot.
- Inform your agents of the upcoming enhancements to the user experience.
- When you’re ready, opt in to the new experience by completing this form prior to February 10, 2025.
Questions?
For additional detail, see About agent copilot.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jan 10, 2025 · Jakub Konik
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Jakub Konik commented,
Hi Ian Marston please find answers to your questions below:
How can i configure the auto-assist process formatting? (…)
Right now auto assist does not support rich text (bold, underline, paragraphs, etc.). Auto assist will come up with its formatting of suggestions based on how procedures is phrased, and the content of conversation - it will try to mimic the way a conversation is formatted. Because auto assist is based on generative AI technology the formatting might vary ticket per ticket and might not always be the same, even for tickets that are similar. If you want auto assist suggestions to be formatted in a certain way you can preface each procedure with the way you want them to be formatted.
When will you be implementing pre-configured action for Zendesk that adds tag xxxx_xxxx to ticket?
When will you be including event stamps to show which process was offered to agents?
When will you be enabling explore reporting on the process usage (offered/edited/rejected)?
All of this is on our radar but not yet have a concrete implementation timeline. Some of these things should be available in the product sometime around first half of 2025.
View comment · Posted Nov 13, 2024 · Jakub Konik
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Jakub Konik created an article,
Announced on | Rollout starts | Rollout ends |
October 9, 2024 | October 7, 2024 | October 14, 2024 |
Zendesk is thrilled to announce agent copilot, a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service.
This announcement contains the following topics:
What’s changing?
Agent copilot is the new name for a set of existing, upgraded, and new AI features that are designed to make agents as efficient as possible. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency as well as customer satisfaction.
The following features are included in agent copilot:
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Auto assist: Uses large language model (LLM) technology to understand the contents of submitted tickets and make suggestions to your agents on how to solve them. These suggestions can be replies that the agent should send to the customer, or actions that the agent should take, including actions to interact with your backend or third-party systems. Auto assist can even execute agent-approved actions for them. (This feature was previously known as agent copilot during its EAP.)
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Suggested first replies: Uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.
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Suggested macro badges and confidence levels: Enhances existing suggested macro functionality by bringing agents’ attention to macros that may help them solve tickets.
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Enhance writing: Improves the content of agent comments and help center content.
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Ticket summaries: Recaps the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
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Quick answers: Provides AI-generated answers to agents’ searches within Knowledge in the context panel. (This feature was previously known as generative search for Agent Workspace.)
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Similar tickets (EAP): Shows agents a list of tickets similar to the one they’re currently working on.
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Merging suggestions: Identifies tickets that might be potentially merged with the ticket the agent is currently working on.
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Intelligent triage predictions: Gives agents additional context about the ticket, including intent, language, and sentiment, that helps them resolve customer requests more quickly.
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Entity detection (EAP): Allows you to define and detect unique information in tickets and messaging conversations.
For more, see About agent copilot.
Why is Zendesk making this change?
Our mission is to power exceptional service for everyone on the planet—and that includes your agents. By providing AI-powered context and suggestions, agent copilot helps agents solve customer requests more quickly and easily.
What do I have to do?
Agent copilot requires that you have the Advanced AI add-on.
If you purchased Advanced AI before October 9, 2024, you might already be using legacy versions of the features now included in agent copilot. We encourage you to upgrade to the new experience before February 6, 2025. Otherwise, your experience for these features will automatically change during the week of February 10, 2025. For details, see Migrating to the new agent copilot experience for details.
If you purchase Advanced AI on or after October 9, 2024, agent copilot is already available in your account, but its individual features need to be turned on. For details, see How do I turn agent copilot on?
If you’ve signed up for an early access program (EAP) for any of the features included in agent copilot, you can use those features until the grace period ends on February 6, 2025. Emails will be sent to let you know when this grace period ends, at which point you’ll need to purchase the Advanced AI add-on to retain access to the features.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jan 06, 2025 · Jakub Konik
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Jakub Konik created an article,
Announced on | Rollout starts | Rollout ends |
September 11, 2024 | September 11, 2024 | October 8, 2024 |
We’re excited to announce wider availability of an early access program (EAP) for agent copilot that is available for our customers with the Advanced AI add-on.
This announcement answers the following questions:
What’s changing and why?
Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, agent copilot will execute it so that the agent doesn’t have to.
This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks. Agent copilot works in any industry and doesn’t require intent predictions.
We are opening the agent copilot EAP to all Zendesk customers with the Advanced AI add-on whose Zendesk instance has been migrated to the omnichannel messaging backend.
To sign up, submit the EAP form and select agent copilot from the list of available options.
How will this affect me?
If you signed up for the agent copilot EAP and your account meets the requirements mentioned above, you will get access to agent copilot within 5 business days of signing up.
What do I need to do?
After you sign up for the EAP, there is nothing more to do. If your account meets the requirements it will be enabled within 5 business days of signing up. For more information on using agent copilot, see Using agent copilot to help agents solve tickets (EAP).
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Oct 30, 2024 · Jakub Konik
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Jakub Konik commented,
Hey Sami and B , we are debugging this issue and will provide an update once we found and fixed the underlying issue.
View comment · Posted Jun 04, 2024 · Jakub Konik
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Jakub Konik created an article,
Announced on | Rollout starts | Rollout ends |
April 17, 2024 | May 15, 2024 | August 16, 2024 |
We’re excited to announce an early access program (EAP) for Agent copilot that is available for our customers with the Advanced AI add-on.
This announcement answers the following questions:
What’s changing and why?
Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, Agent copilot will execute it so that the agent doesn’t have to.
This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks.
We are opening up sign-ups for the Agent copilot EAP to all Zendesk customers with the Advanced AI add-on. After May 15, we will reach out to selected customers. Everyone with the add-on can sign up, but we will be prioritizing customers who meet the following criteria:
- Have turned on intent predictions
- Operate in the e-commerce industry
- Use Shopify as their main web store
- Are willing to process order cancellations and refunds with the help of Agent copilot
To sign up, submit the EAP form and select Agent copilot from the list of available options.
How will this affect me?
If you are selected for participation, a Zendesk representative will reach out to invite and onboard you into Agent copilot. Once onboarded, you will be able to process order cancellations and refunds with the help of Agent copilot. You will have the ability to restrict Agent copilot to be present only for selected agents.
What do I need to do?
After you sign up for the EAP, there is nothing more to do. A Zendesk representative might reach out to you between May 15 and August 15, 2024, but this is not guaranteed. After this time period, we are planning to broaden the access to Agent copilot by opening up to more industries and use cases.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Oct 30, 2024 · Jakub Konik
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Jakub Konik created an article,
Announced on | Rollout starts | Rollout ends |
April 17, 2024 | April 22, 2024 | July 12, 2024 |
We’re excited to announce an early access program (EAP) for entity detection.
This announcement answers the following questions:
What’s changing and why?
During this EAP, you will be able to create dropdown custom fields and populate them with entity values that will be detected in tickets on all channels supported by intelligent triage. You will be able to invoke these fields and values in Zendesk business rules such as triggers, automations, and routing to build more detailed and effective business rules.
Additionally, admins will be able to define whether entity values should be highlighted in tickets. Highlighting of entities helps agents quickly spot important information in tickets as well as easily populate associated custom fields with the entity value or simply copy the value.
For more information, see Automatically detecting unique information in tickets (EAP).
How will this affect me?
To join this EAP, you must meet the following criteria:
- Fill in the EAP form and select Entity detection from the list of available options
After you sign up for the EAP, there is nothing more to do. After April 22, 2024, customers who signed up will be enabled weekly, and a Zendesk representative will reach out to inform you when your account is enabled. This will give you access to add entity custom fields in the Intelligent triage settings page in Admin Center.
What do I need to do?
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Aug 20, 2024 · Jakub Konik
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Jakub Konik commented,
Hi Kyle Pinkley thank you for your feedback. You said:
1) It was marking a lot of words as suggestions to have redacted. (...)
Would you prefer if this feature wasn't detecting things that you listed? Also, are there things that you would like it do detect?
2) If you used the redact button an agent indicated it was all or nothing. I didn't confirm this but an agent said they were seeing this.
You can redact a single item by clicking on a highlight. If you click on the comment menu it will redact everything that's highlighted. Highlights can be removed by going to the redaction editor from the comment menu, and in the close future it will be possible to ignore specific highlights directly from the highlight dropdown.
some agents reported not being able to paste in notes or the search bar text in a ticket that they copied
This was a bug and has been fixed.
Based on what you've experienced so far what would have to happen to make this feature more useful for your agents?
View comment · Edited Mar 20, 2024 · Jakub Konik
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Jakub Konik created an article,
Announced on | Rollout starts |
March 12, 2024 | March 12, 2024 |
We’re excited to announce that customers with the Advanced AI add-on can participate in the early access program (EAP) for merging suggestions in the Intelligence panel.
This announcement answers the following questions:
What’s changing and why?
We’re now inviting all customers subscribed to the Advanced AI add-on to test an early version of the merging suggestions feature available for agents in the Intelligence panel.
This feature allows agents to view in the Intelligence panel suggestions of tickets that could be merged into the ticket they’re currently working on. By doing so, agents can identify and merge such tickets to avoid them in the future.
How will this affect me?
If you want to test this feature, you can join the EAP below. If you have the Advanced AI add-on, this feature will be enabled on your Zendesk instance or sandbox account.
What do I need to do?
If you have the Advanced AI add-on, go to this form, fill in the details, and agree to EAP terms. Your account will be turned on within five business days.
For more information, see Merging related tickets based on AI suggestions (EAP).
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum, where we collect and manage customer product feedback.
Edited Oct 30, 2024 · Jakub Konik
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Jakub Konik created a post,
Update: Merging suggestions is now generally available. See Merging related tickets based on suggestions (https://support.zendesk.com/hc/en-us/articles/6885971957914).
We’re excited to announce an early access program (EAP) for the Merging suggestions feature.
What does this EAP include?
The merging suggestions feature shows tickets that might be potentially merged to the ticket agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.
We believe these feature will help agents reduce the amount of tickets that should be but weren't merged with the ticket they're currently working on, and in effect reduce the amount of total tickets agents have to handle.
For more information about the features in this EAP, see Merging related tickets based on AI suggestions (EAP).
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 customers as possible. In the meantime, we invite everyone to join the conversations and provide feedback in our EAP community or underneath this announcement.
We look forward to working with you on this exciting new feature!
Edited Mar 12, 2024 · Jakub Konik
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