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Austin Vo's Avatar

Austin Vo

Joined Nov 16, 2021

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Last activity Sep 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Austin Vo

Austin Vo commented,

CommentTicket automation and collaboration

We are running into an issue where the tool is recommending a macro used as a template for agents to fill in based on the customer issue. This was previously the most used macro on most tickets, but we are training away from that behavior. 

 

Is there a way we can configure to tool to not include this macro or better tailor our other macros to be picked up by the tool? 

View comment · Posted Sep 03, 2024 · Austin Vo

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Austin Vo commented,

CommentUsing legacy AI agent functionality

Is there any explore reporting available during EAP that will help us assess how effective the generative replies are in deflecting tickets?

View comment · Posted Oct 24, 2023 · Austin Vo

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Austin Vo commented,

CommentUsing legacy AI agent functionality

Salim Cheurfi

When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent? 

View comment · Posted Sep 28, 2023 · Austin Vo

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Austin Vo commented,

CommentUsing legacy AI agent functionality

The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard. 

What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent. 

View comment · Posted Jun 06, 2023 · Austin Vo

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Austin Vo commented,

Community comment Feedback - Ticketing system (Support)

Following this thread for updates. Would also love to see the features listed above by Ariel 

View comment · Posted Aug 30, 2022 · Austin Vo

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