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Jeff Curran
Joined Apr 30, 2024
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Last activity Dec 18, 2024
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Latest activity by Jeff Curran
Jeff Curran commented,
Hello and thank you for following-up.
We’ve included automated resolutions in your Support or Zendesk Suite plan so that you can try AI Agents easily and without additional cost. However, if your usage exceeds your current entitlement, you would be subject to usage-based billing for any overage. The ‘Suspend functionality’ option will prevent AI Agents from fully automating a customer inquiry by routing to an agent, either synchronously if agents are online or asynchronously through tickets, when you reach your current automated resolution entitlement. By doing this, it prevents you from incurring any unplanned costs associated with automated resolutions.
To your second question, there was a cohort of our customer base that was paying per resolution for auto-replies in the web form. You can see more information about how that worked in this article. As we moved to the Suite, we began including a set of free usage for that product in the Suite. We’ve continued to do that with our free automated resolution entitlements.
View comment · Posted Dec 18, 2024 · Jeff Curran
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Jeff Curran commented,
Hello 小林正左子 -
We aim to make our in-product experiences as simple as possible and we continue to iterate on these descriptors. Thank you for letting us know areas where we need to be more clear.
This management center page allows you to control what happens when you reach the current entitlement of automated resolutions (both included and paid). This gives you the flexibility to decide if you would like the use of AI Agents to continue beyond your current entitlement and be subject to Pay-As-You-Go pricing.
To directly answer your question, choosing the “Suspend functionality” option means that instead of exceeding your current entitlement and being subject to additional costs, inquiries will be routed to an agent. This only applies when you exceed your current included and paid amount of Automated Resolutions and will not have any impact prior to reaching your limit. At any time, if a customer speaks, either by customer request or through the “suspend functionality” option, it will not be counted as an automated resolution.
Article recommendations in Web form and in email are features that deliver automation to customers on channels other than our Messaging. AI Agents solve customer questions before an agent needs to get involved whether that’s via Bots in Messaging, or article recommendations in the web form. They’re all powered by AI technology that responds to customer questions and issues. These features have gone through pricing strategy shifts over the years and article recommendations in the web form, for example, haven’t always been free. Outcome-based pricing and automated resolutions aims to unify all of these AI automation capabilities under a single pricing structure.
View comment · Posted Dec 13, 2024 · Jeff Curran
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Jeff Curran commented,
Hi Caroline Scott - Thank you for your feedback. We do hear this issue from time to time and we are working on updates to our pricing model to better serve this use case. In the mean time, this is best addressed through discounting. I've contacted your account manager and they should be reaching out to you to support.
Thank you
View comment · Posted Oct 25, 2024 · Jeff Curran
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Jeff Curran commented,
Hello Adam Vorisek -
Thank you for reaching out and thank you for your feedback.
First, we agree that you should not be charged in instances where AI agents don’t resolve a customer issue. That is exactly why we have gone to such lengths to ensure industry leading accuracy rates and why we commit to continually improving.
Second, our Advanced AI SKU is agent productivity focused and, by and large, does not generate automated resolutions. You should feel comfortable using Advanced AI and not need to worry about usage-based costs. The one within Advanced AI that can generate automated resolutions is Intelligent Triage. If you would like to ensure that no additional costs are incurred, you have the ability to control usage through your Admin Center.
View comment · Posted Oct 16, 2024 · Jeff Curran
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Jeff Curran commented,
Hi Megan,
You can find details on automated resolutions, including how to cap usage in the link below
Let us know if we can provide more information.
View comment · Posted Aug 14, 2024 · Jeff Curran
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Jeff Curran commented,
Hello Jana
An automated resolution covers the entire conversation with an end user within a 72-hour time period. Therefore, if an end user asks multiple questions or goes through multiple answer flows over the course of their 72-hour session with a bot and does not escalate to a human agent, that will only count as a single automated resolution.
View comment · Posted Jun 20, 2024 · Jeff Curran
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Jeff Curran commented,
Thank you for flagging these concerns. An increase of that size would not be our intent and is not reasonable. We expect many of our customers to have all automated resolutions covered by the amount included in their seat purchase.
We are looking into your accounts specifically to better understand why it would appear to be an increase of this size. We are also working with your account managers and will reach out to you directly with an account-specific plan to address. Thanks again for your feedback and partnership.
Thank you for your feedback and for being an early adopter of AI agents. You can see your current usage and allotment of automated resolutions in your Admin Center (details here). Feature-level tracking is being worked on right now and will be available by July 10.
Thank you for your question. Yes, you can control the use of automated resolutions at the feature level. We are creating detailed instructions for turning off automated resolution generating features and will post it to this thread when it is complete.
For conversations using generative replies, we recommend configuring answers to handle unhelpful responses to escalate to an agent if a user does not get the solution they need. This ensures that a customer’s issue is either effectively solved within the bot conversation or allows them to get the help they need from an agent.
We appreciate you continuing to engage here and will monitor this thread for any updates. For any additional questions, please connect with your Zendesk account manager or Zendesk customer support.
View comment · Posted Jun 07, 2024 · Jeff Curran
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Jeff Curran commented,
Hey. Appreciate the feedback.
- Thanks for identifying this. We’ve been taking feedback from customers during the trial period and are actively working to address cases where our AI Agent is not providing meaningful resolutions for customer inquiries. We rolled out a fix this week that addresses issues where the conversation ended with the bot not understanding the user’s request and requesting clarification. That should correct a number of these cases. We are continuing to take feedback and correct for false positives. We also have a feedback survey on the Bot Conversation transcripts page and we welcome your thoughts there as well.
- One of the benefits of our new pricing model is that automated resolution commitments align to contract terms. If you are an annual customer, you can commit to an annual amount of automated resolutions and will have the flexibility to use different amounts in different months. If you are a monthly customer, you have the ability to adjust your contract to fit your needs for the upcoming month. Please use the dashboard in your Admin Center to see current usage and estimate future usage. If you have questions please contact your Zendesk account manager or a Zendesk advocate.
- Our metric is more value-aligned than many of competitors. We only charge based on fully automated resolutions, not all conversations. We offer volume based discounts, which you can find here. If additional discounts are needed based on your use case, please reach out to connect with your Zendesk account manager or a Zendesk agent.
- As we developed the product, we chose to include this functionality without charging. As these bot capabilities have matured, we believe that we are well aligned to the value delivered by pricing only when an automated resolution is delivered.
Thanks for your question Melanie! Brandon said it well. We aren’t able to calculate the cost of automated resolutions without knowing the number of agents and support plan of a customer. As you are suggesting, this is an example of a very large customer with a high number of automated resolutions.
Thanks for the feedback. We’ve been taking feedback from customers during the trial period and have identified issues where we are counting automated resolutions when the conversation ends in the bot not understanding the customer and edge cases where human agents are involved. We have a few fixes coming out in the next week or so that should correct these cases. There is an ability in the product to provide feedback to us and we encourage you to provide feedback there as well.
Viachaslau
This was part of an email sent to existing Advanced AI customers. We wanted to be sure that we are differentiating between the value provided by AI Agents, which is based around fully automating customer inquiries, and existing capabilities within the Advanced AI SKU, which is focused on agent and admin productivity.
Thank you for your feedback. When it comes to other bot providers across the market, many adhere to an interaction-based model. This standard model typically incurs charges for every interaction with a bot, irrespective of the outcome or the ability of the bot to successfully resolve an inquiry.
In contrast, as we were developing our product, we made a conscious decision to diverge this from the industry standard. Initially we included this functionality without charging. As our bot capabilities have matured significantly, we have aligned our pricing philosophy more closely with the tangible value our customers receive by charging only when a successful automated resolution is delivered.
During our trial period, we’ve been diligently collecting feedback from customers and are actively working to address cases where our AI agent is not providing meaningful resolutions for customer inquiries. We rolled out a fix this week that addresses issues where the conversation ended with the bot not understanding the user’s request and requesting clarification. That should correct a number of these cases. We are continuing to take feedback and correct for false positives. We also have a feedback survey on the Bot Conversation transcripts page and we welcome your thoughts there as well.
Thank you for sharing your feedback, specifically related to the optionality of the product. Our bots remain flexible and adjustable to meet the many different needs of our customers. We’ve included automated resolutions in every customer’s subscription and the ability to limit the number of automated resolutions at various tiers so customers can right size their subscription for their needs. By focusing on Automated Resolutions, our goal is to only charge customers for successful resolutions that take the load off their human agents.
In the spirit of providing the best possible service, we encourage you to connect with your Zendesk account manager or a Zendesk advocate who would be delighted to provide you with a detailed discussion on how we can address your unique requirements and set you up for success with the right AI agent solution.
Thank you all for sharing your feedback. We will continue to monitor this thread, and we look forward to continuing to support your business with our evolving AI agent capabilities.
View comment · Posted May 21, 2024 · Jeff Curran
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Jeff Curran commented,
Thank you for your feedback and sharing your thoughts with us about the impact of this change. We understand that change can be challenging, and we hope to offer more clarity to address your concerns directly.
From these comments, here is what we’ve heard so far:
1. Price increase and plan limitations: Customers have expressed concerns about the significant changes in pricing and limitations of the new pricing plan, particularly regarding the number of automated resolutions included in the enterprise plan.
At Zendesk, our objective is to provide simple and value-aligned pricing. The introduction of AI agents and our new automated resolution pricing model are designed to reflect both of these goals. We chose automated resolutions because it aligns directly with the value delivered to our customers by Zendesk. Under this model, customers only pay for the tangible value delivered by AI Agents. In contrast to our competitors, we chose to include a starter amount of automated resolutions to ensure that customers can experience the value of AI Agents before any additional payment is required.
2. Transparency and accountability: Users have voiced concerns over the transparency in determining what constitutes a resolved conversation, especially when customers do not explicitly confirm resolution or when they engage across multiple channels.
We are committed to creating a transparent and trustworthy system to define automated resolutions. To that end, customers will have access to two dashboards. The first is a usage dashboard that will track current usage and entitlement, offering real-time insights for planning and billing purposes. Additionally, customers will be able to set a cap on usage to ensure predictability in their costs. The second dashboard provides transcripts of conversations handled by AI agents on the Messaging channel, covering up to the past seven days. In the future, we will provide an audit trail, allowing customers to inspect automated resolutions for accuracy, success, and automation of resolutions.
3. Impact on self-service and support costs: There is concern that the new pricing model may discourage efforts to improve self-service rates, as it might be more cost-effective to have agents handle certain inquiries rather than relying on the AI agent.
Our new pricing model is designed to give customers flexibility to serve their end-users in the most effective way for their business, whether that be through human agents or AI agents via automated resolutions.
4. Global pricing: Some users have highlighted the pricing model appears to be more geared to regions like the US and Europe, raising concerns for users in other regions where the cost-effectiveness of AI-powered support may vary.
We provide volume-based discounts to accommodate the high-volume use of deployments of Zendesk. In instances where our standard pricing does not align with your specific use case, we encourage you to contact your account executive for tailored assistance.
We hope these answers help clarify your questions and provide helpful information in navigating these upcoming changes.
With that being said, we would love to continue the conversation with you! We have opened up a Community feedback post for further comments, questions, and concerns about this change. Our goal is to gather your input in a centralized location where our product teams engage most actively, allowing us to provide you with more prompt and detailed responses.
At this time, we will be closing comments on this article and shifting our conversation to this Community feedback post for further discussion. We appreciate your willingness to voice your concerns and thank for being a part of the Zendesk Community.
View comment · Posted Apr 30, 2024 · Jeff Curran
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