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Fiona

Joined May 04, 2022

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Last activity Jul 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Fiona

Fiona commented,

CommentTicket automation and collaboration

What is the best practice for this follow up ticket? I'm guessing it now counts towards the ticket volume etc, and it has the tags from the original ticket so it will count towards my reports for those tags.

-  If I delete the follow up ticket once the side conversation update has been addressed, would further replies create a new follow up ticket so that I'm still notified?

- If not, how can I easily identify and exclude these tickets from my reporting?

Thanks

View comment · Posted Jul 12, 2024 · Fiona

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Fiona commented,

CommentWorking with articles in the knowledge base

Is there a way to edit without publishing the changes right away, just like a regular article?

View comment · Posted Mar 20, 2024 · Fiona

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Fiona commented,

CommentUsing legacy AI agent functionality

I'm also seeing the same as Matt Russell.

I just tested for a question that is directly answered in our articles and it took 3 attempts and very slight rewording for the bot to understand (see screenshot). When I later attempted the second variant, it understood and answered correctly...

View comment · Posted Mar 06, 2024 · Fiona

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Fiona created a post,

PostZendesk AI EAP - Generative AI

For "expand", I have the following feedback:

- the AI uses "Hello [name]," but we usually use "Hi [name]" (hi and no comma). Is there going to be a way to standardize this somewhere so that the AI generates our preferred greeting?

- the AI adds the greeting every time, even if only part of the text in the box is selected

- the AI writes a response that is often too formal for our usual tone of voice and defaults to "we" (e.g. we apologize...) rather than "I". Will there be a way to dictate the tone of all expanded texts? 

 

Thanks!

 

Posted Feb 23, 2024 · Fiona

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Fiona commented,

CommentUsing legacy AI agent functionality

Can the bot not see content block information? I just tested the bot by typing what is literally the article title (and some other variations) and it gave the "please rephrase" reply. the only thing i can think is that the entire article is a content block.

View comment · Posted Feb 22, 2024 · Fiona

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Fiona commented,

Community commentZendesk AI EAP - Generative AI

Love this! Been testing out the 'expand' feature and it's great. 

I noticed the AI uses "Hello [name]," but we usually use "Hi [name]" (hi and no comma). Is there going to be a way to standardize this somewhere so that the AI generates our preferred greeting?

Thanks!

View comment · Posted Feb 21, 2024 · Fiona

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Fiona commented,

CommentGetting started with Zendesk AI

Hi

I'm confused - if it's advanced AI, can it just read the question the customer has written in the web widget and look in the Knowledge Base and give the answer? As opposed to having to create answers and intents etc. 

Thanks

Fiona

View comment · Posted Nov 24, 2023 · Fiona

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Fiona commented,

CommentSetting up Zendesk Chat

What do I need to do to exclude mobile users? 

Visitor platform > does not contain > ios

Visitor platform > does not contain > android

That doesn't seem to work... what should I be doing? Thanks

View comment · Posted Oct 26, 2023 · Fiona

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Fiona commented,

CommentUsing legacy AI agent functionality

The reporting is very bare bones at the moment - we don't know common paths people are taking through the "answer" and what people are typing in or clicking on throughout the interaction. When is more detail planned for this dataset? I've seen lots more robust reporting in other similar software so hoping it's just because it's fairly new? Thanks

View comment · Posted Jul 31, 2023 · Fiona

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Fiona commented,

CommentThird party and social messaging channels

We have been using this for a couple of weeks but have noticed that if someone sends us an attachment (or photo), it doesn't show in Zendesk - only the message does. Is this right? It's a bit annoying as we need to look at the photo in the native Instagram app... 

Thanks

Fiona

View comment · Posted Jun 28, 2023 · Fiona

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