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Winslow J
Joined Jun 23, 2024
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Last activity Oct 10, 2024
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Latest activity by Winslow J
Winslow J commented,
Ryan McGrew and Brandon (729) thank you for the additional information! While I did not receive any comms about the data change, I do see the updated timeline in the referenced article and appreciate the call-out.
Since I started using AI Bots in May 2024, but also updated my contract last month to add Advanced AI add-ons, please confirm that the new date of August 14, 2024 does not apply as my billing start date and that I am free to experiment without incurring usage charges until my next contract renewal data in December 2024.
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View comment · Posted Jul 11, 2024 · Winslow J
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Winslow J commented,
Ryan McGrew I wanted to ask a followup question. AFAIK, we will begin getting charged on July 10th (today - please correct me if I'm wrong on that). In preparation, I shut down the bot last week.
Despite that, “resolutions” continue to pile up. I'm not sure what else needs to happen to make them stop so I can avoid being charged. The email autoresponder is also off/deactivated.
What specific sources of these resolutions might there still be?
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View comment · Posted Jul 10, 2024 · Winslow J
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Winslow J commented,
Ryan McGrew I appreciate the additional context, but I'm afraid I wasn't clear enough in my original post.
It's not that I'm unable to understand what those metrics indicate, but that the way that Zendesk is defining value is not aligned with value created for my customer or company.
Instead, the system as it is set up uses metrics that strongly favor delivering value to Zendesk with little regard to provable value for the customers. The metrics I listed were simply illustrating that point, which you have underscored in your response.
I think that we can all agree that a support interaction that doesn't deliver value to the requester or the company supporting that requester isn't worth the effort or expense.
However it's done, whether using a metric that's more aligned with actual resolutions, reducing the overall cost of these features, or some other approach, refocusing on delivering value to the customer will always be a winning strategy, especially in an extremely competitive marketplace like AI-enhanced support.
View comment · Edited Jun 28, 2024 · Winslow J
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Winslow J commented,
Experimenting with AI bots and email autoreplies has been an interesting experience with plenty of opportunity and plenty of risk to temper those opportunities. Based on the evidence, neither Zendesk's approach, nor generative AI as it is currently being leveraged, are ready for prime time (or prime time pricing) for this feature.
Issues with non-resolutions and hallucinations, poor or erroneous interpretations of articles, and lack of ability to work from previous conversation context still plague the product, but the reporting, which I assume is either coded by or at least vetted by humans, is impossible to understand.
Take these reports, the first two for the same 30-day period and the last from a 7-day period within that 30-day period. How can these be reconciled?
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So, how many resolutions is this? I'll be charged for 2100, but maybe the actual number is either 401 or 192 * 4.3 weeks = 825? (assuming the 192 is an average 7-day count, of course). The 2100 resolution count that I'll be charged for is pure fantasy.
When I review the 192 automated resolutions, at least 40% would result in serious conversations with my staff if I was looking at an interaction with a human agent.
The only one that might be worth paying for is the 401 resolutions where the customer told us the response solved the problem. If I take my 270-resolution allotment off of that, I'm left with a reasonable upcharge of about $130/month
We have 3 vague definitions of “resolution” and no substantiation of value in alignment with cost.
Cost is dictated by the vendor, at least at first, but customers decide if they can and will pay those costs. At this time, I can't plan on paying for unreceived value.
View comment · Edited Jun 23, 2024 · Winslow J
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