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Carlota Bergillos
Joined Apr 19, 2023
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Last activity Jul 08, 2024
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Latest activity by Carlota Bergillos
Carlota Bergillos commented,
Hello.
+1 to Ollie's questions - when is the development expected and what are the current proposed workarounds?
View comment · Posted May 22, 2024 · Carlota Bergillos
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Carlota Bergillos commented,
Libby Tooke-Mitchell in case it's useful!
View comment · Posted Mar 21, 2024 · Carlota Bergillos
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Carlota Bergillos commented,
Hello,
Any updates on the possibility to translate Standard Responses, whether automatically or using dynamic content?
Thank you.
View comment · Posted Feb 12, 2024 · Carlota Bergillos
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Carlota Bergillos commented,
Bump +1.
We are currently supporting 11 languages in Zendesk, and we would need this option be available in different languages. Or at least to let us input the recording.
View comment · Posted Feb 01, 2024 · Carlota Bergillos
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Carlota Bergillos commented,
Hello,
I want to share one other feedback I received from the team. Apparently it is very useful for them to have the summary as an internal note, but not so much the transcription as it hinder a bit the smooth navigation through the conversation. Maybe the full transcription could be available only under request in the Intelligence menu in the right side bar, similar to the Generative AI Summarization is now.
Thank you!
View comment · Posted Dec 22, 2023 · Carlota Bergillos
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Carlota Bergillos commented,
Hello Jennifer Rowe,
Thank you for this article!
It is my understanding that the default value in a ticket field only works:
- If the ticket is created by the agent in the Support workspace
- If the ticket is created by the end user through the Web Form, when the ticket field is displayed in the user form
Is this right? If so, my feedback is that it would be better to apply the default value in the agent workspace always and in all channels (unless the field is displayed to the user and they select a different option). We wanted to use this to improve productivity in fields where 98% of the times the answer is the same, saving a couple of seconds per ticket with this.
Thank you!
View comment · Posted Dec 21, 2023 · Carlota Bergillos
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Carlota Bergillos commented,
Hello,
When the ticket cannot be summarized because it exceeds the 12k words, it would be more clear if it was specified with a message like: this ticket exceeds the 12k words and summarization is not supported.
Otherwise the agents will report issues with the summarization tool when it's not a bug but expected behavior.
Thank you!
View comment · Posted Dec 19, 2023 · Carlota Bergillos
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Carlota Bergillos commented,
Hello.
The banner is not appearing in our account.
It would be helpful to have it because it is way more visible and accessible from the main page, saving some clicks and remembering the agent about that option.
We are facing some backlog right now and decided to turn on summarization in case it can help, but if it's adding extra steps it might have a negative impact in productivity.
Thank you!
View comment · Posted Dec 19, 2023 · Carlota Bergillos
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Carlota Bergillos commented,
Hello,
We have been using this feature for the last week and the results are great.
Just a couple of product feedback / recommendations:
- It would be great if the internal note for the transcription could show who is who, differentiating agent and user. The internal not for the summary already does this, but not on a way that allows us to easily identify it for data management.
- This feature should have a line-based configuration. In our use case, we have one specific line for phone sales and the transcription is showing sensitive financial data from our users which is a huge risk (the number of their credit cards are being transcripted and everyone with access to the ticket could use them). If we could enable the transcription just for some lines this would be solved.
Thank you!
View comment · Posted Dec 11, 2023 · Carlota Bergillos
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Carlota Bergillos commented,
Hello,
We signed up for this EAP and did not receive any communications around it. Does this mean that we were not selected to take part of the program? If so, are you planning to include more accounts in the near future?
Anyways, I believe I never received the confirmation of my submission, maybe I can try and apply again? We would be very interested in this capability, specially to give more tools to our Quality team to do the weekly audits.
Thank you so much!
View comment · Posted Dec 04, 2023 · Carlota Bergillos
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