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Magda Pereira

Joined Jan 23, 2024

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Last activity Feb 10, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Magda Pereira

Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
February 12, 2025 February 12, 2025

We're excited to announce the ability to deactivate intents, giving admins greater control over intent management.

This announcement includes the following topics:

What is changing?

You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.

Why is Zendesk making this change?

We’re focused on making intelligent triage easier to use and expanding its capabilities for all customers.

Earlier this year, we introduced the ability to add custom intents (EAP). Now, you can deactivate any intent as needed. This allows you to tailor intents to your unique business needs, improve automation accuracy, and build confidence in AI-powered decisions.

What do I need to do?

If you currently use intelligent triage, the ability to deactivate an intent is automatically available on your account. To deactivate intents, see Viewing and managing intelligent triage predictions and Personalizing intelligent triage by creating custom intents (EAP).

If you’re interested in using the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support

Edited Feb 13, 2025 · Magda Pereira

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Magda Pereira created a post,

PostZendesk Open Beta - Custom Intents for Advanced AI

We’re excited to announce an early access program (EAP) for custom intents, which marks a significant evolution in how Zendesk supports intent prediction in intelligent triage.

 

This announcement contains the following topics:

 

What’s changing?

Intelligent triage leverages AI to automatically classify incoming tickets by intent, language and sentiment. The Zendesk Intent Model includes pre-trained intents across several industries, providing relevant intents and use cases tailored to each account's ticket data.

 

Previously, all you could do to customize these intents was to request a new intent, a process that required human evaluation for an intent to be added to your account. 

 

With the release of custom intents, we're eliminating the wait time entirely. Custom intents can now be created instantly, added immediately to your intent list, and made available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

 

Note: The request new intent feature will be retired for accounts enrolled in the custom intents EAP, reflecting our commitment to delivering faster, more flexible solutions for tailored business needs.

 

Why is Zendesk making this change?

Custom intents empower admins with greater control over managing intents. This enables you to tailor intents to your unique business needs, improve automation accuracy, and build confidence in AI-powered decisions.

 

What do I need to do?

If you'd like to create custom intents, first sign up for the EAP. Then, to learn how to create a custom intent, see Personalizing intelligent triage by creating custom intents.

 

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Posted Jan 23, 2025 · Magda Pereira

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Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
January 23, 2025 January 23, 2025

We’re excited to announce an early access program (EAP) for custom intents, which marks a significant evolution in how Zendesk supports intent prediction in intelligent triage.

This announcement contains the following topics:

What’s changing?

Intelligent triage leverages AI to automatically classify incoming tickets by intent, language and sentiment. The Zendesk Intent Model includes pre-trained intents across several industries, providing relevant intents and use cases tailored to each account's ticket data.

Previously, all you could do to customize these intents was to request a new intent, a process that required human evaluation for an intent to be added to your account.

With the release of custom intents, we're eliminating the wait time entirely. Custom intents can now be created instantly, added immediately to your intent list, and made available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

Note: The request new intent feature will be retired for accounts enrolled in the custom intents EAP, reflecting our commitment to delivering faster, more flexible solutions for tailored business needs.

Why is Zendesk making this change?

Custom intents empower admins with greater control over managing intents. This enables you to tailor intents to your unique business needs, improve automation accuracy, and build confidence in AI-powered decisions.

What do I need to do?

If you'd like to create custom intents, first sign up for the EAP. Then, to learn how to create a custom intent, see Personalizing intelligent triage by creating custom intents.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jan 23, 2025 · Magda Pereira

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Magda Pereira created a post,

PostZendesk Open Beta - Custom Intents for Advanced AI

Intents offer automated and consistent classification of incoming tickets and conversations. This will provide valuable insights into your ticket patterns, helping you identify the most relevant intents for your business. Additionally, it will streamline the triage process and, ultimately, reduce the volume of incoming tickets by enabling smarter automation.

With the option of adding custom intents, customers will now tailor intents to their unique business needs, enabling more precise automation and driving greater confidence in decision-making.

 

 

Requirements

  • You must be an Advanced AI customer, with an Intent model assigned. 
  • Sign-up with the Custom Intents EAP form, where you accepted the EAP agreements.
  • You must have intents turned on to create a custom intent.

 

 

To create a custom intent

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Intent.
  3. Select the Intent list tab.
  4. Click the Actions drop-down and select Create custom intent.
  5. The Create custom intent page opens.
  6. Fill in the following required fields. Forms submitted without all the fields will be declined.
    1. Name. A short, descriptive name for the intent. To see the intents currently available to you for comparison, see Viewing all intent, language, and sentiment values.
    2. Description. An explanation of the meaning behind the intent. Remember that an intent is a prediction of what the ticket is about.
    3. Category. The category and subcategory that the new intent applies to. After the custom intent is created, it will be placed under this category and subcategory.
    4. Tickets with this intent. Example tickets that the new intent applies to. You must list up to ten examples, and each ticket must:
      1. Have the full URL (for example, https://.zendesk.com/agent/tickets/1)
      2. Come from the Email channel
      3. Be in English
      4. Have a subject and description
      5. Be unique (in other words, tickets can't be repeated) but must represent the same intent
  7. Click Create intent.

 

 

How does custom intent work?

The custom intent is being automatically added to the customer's account list of intents, and from that moment on, the intent model will take into consideration this new custom intent to predict the newly created tickets.

Our Zendesk Intent Model leverages Generative AI to understand the end-user message and link with the correct intent, be it a Zendesk intent or a custom intent.

All the custom intents added are account based and will not be available for other customers.

 

 

 

Guidelines

  • The intent should explain what the ticket is about, the main reason the end-user is reaching out. It should cover a single reason.
  • Intents are organized hierarchically in three levels: Category, Sub-category, and Intent. This structure helps in systematically grouping and managing incoming requests 
    • Category: The top-level grouping that includes broad reason of incoming requests.
    • Sub-category: Within each Category, Sub-categories provide a more detailed breakdown of the reason.
  • Provide a good intent name and description:
    • Be clear and descriptive.
    • When writing the description, clearly define what the intent should include and exclude. 
    • Make a description as if to be read by a first day agent that understands the meaning of the sentences but has little inside knowledge about the business.
    • Feel free to provide examples and common words users might use.
  • Before adding a custom intent, check if you already have that intent or a similar one in the list of intents provided by Zendesk.
    • Having similar or overlapping intents might lead to low confidence intent predictions, or wrong predictions. 
  • A custom intent should not be added to identify details of the ticket, such as product or service names, branch locations, or subscription type etc. (See entity detection for automatically identifying business critical information from your incoming requests)
  • The intent name will be visible for your agent, make sure it is clear and concise, so they quickly understand it.

 

Here are some examples:

  • Intent name: Product not working as expected
  • Category: Order
  • Sub-category: Product issue
  • Description: The requester wants to report a product that is not functioning correctly, has developed a fault, or is not meeting quality expectations.

 

  • Intent name: Cancel direct debit
  • Category: Billing
  • Sub-category: Change payment method
  • Description: The customer wants to stop or cancel an existing direct debit or automatic payment arrangement. They may cite reasons such as financial constraints, changes in circumstances, or dissatisfaction with the service.

 

  • Intent name: Change booking arrival location
  • Category: Travel
  • Sub-category: Booking update
  • Description: The end-user wants to modify the arrival location of their booking. This could include changing flight destinations, correcting errors in the booked location, or updating hotel addresses.

 

 

 

Known limitations for EAP

  • Create up to 50 custom intents 
    • There's a limitation that blocks the Admin from creating more than 50 custom intents.
  • Only English language supported
    • Custom intents created in English by the Admin are supported by Zendesk. Custom intents created in other languages, for now, are not supported.
    • Tickets with its content in English, will get a prediction, and are supported by Zendesk. 
      Tickets with its content in other languages, will get a prediction, for now, are not supported.
  • Unable to check conflicts between intents
    • Newly added custom intents prediction quality highly depends on the quality of the intent name, description, and ticket examples provided by the customer.
    • Newly custom intents aren't compared against Zendesk intents or even between other custom intents to understand if it might be duplicated or ambiguous.
  • Zendesk AI agents will not have custom intents predictions.

Edited Jan 29, 2025 · Magda Pereira

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Magda Pereira created a post,

PostZendesk Open Beta - Custom Intents for Advanced AI

Why did we build it?

Intelligent triage leverages AI to automatically classify incoming tickets with its intent, language and sentiment. Currently, the Zendesk Intent Model supports pre-trained intents across several industries, providing relevant intents and use cases tailored to each account's ticket data.

 

To empower admins with greater control over managing intents, we now offer the ability to add custom intents. This enables admins to tailor intents to their unique business needs, improve automation accuracy and build confidence in decisions.

 

 

What is it?

The release of custom intents marks a significant evolution in how Zendesk supports intent prediction. Previously, customers could 'request new intents', a process that required human evaluation for an intent to be added to the customer account. With this release, we're eliminating the wait time entirely. Custom intents can now be created instantly, added immediately to the customer’s intent list, and made available right away to start predicting the intent of incoming tickets.

Adding customer intents will highly contribute to extract valuable insights about the customers’ service operations, and optimize it by leveraging intents in workflows.

 

As part of this update, the 'request new intent' feature will be retired for accounts enrolled in the custom intents closed EAP, reflecting our commitment to delivering faster, more flexible solutions for tailored business needs.

 

 

 

How do I start using it?

If you'd like access to these new and improved features, sign up for the Closed EAP.

 

After being enrolled in the custom intents closed EAP, under Intent Settings in Admin Center > Business and Rules > Intelligent Triage, you will have access to the custom intents feature, no additional configuration needed

 

Please review the product documentation to learn how to create a custom intent and the current limitations.

Edited Dec 11, 2024 · Magda Pereira

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Magda Pereira commented,

Community comment Feedback - Zendesk AI and automation

Hello Izabella and Jess! 

Thank you so much for your feedback. We believe it's super relevant to be able report all “Intelligent” fields in Explore. We have been working towards it, and in September we launched Intelligent Triage prebuilt dashboard in Explore, where you can already get reports from Intent, Sentiment, and Language. This is just one more step on the direction we want to go of providing good AI insights.

Really happy to connect with you, keep the feedback coming.

Thank you!

 

View comment · Posted Nov 15, 2024 · Magda Pereira

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Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
November 13, 2024 November 8, 2024

We're excited to announce that we have enhanced the overall intelligent triage admin experience, including a lightly refreshed UI and the ability to view deactivated intents.

This announcement answers the following questions:

What’s changing?

Enhanced intelligent triage overall experience

Based on the feedback we’ve collected, we have improved the intelligent triage settings pages in Admin Center. The feature’s explanation is now clearer, making it easier to understand the various use cases it addresses. Additionally, we have added links to relevant resources, such as quick access to the intelligent triage prebuilt dashboard in Explore.

Deactivated intents

In the list of intents, you can now easily identify deactivated intents that are no longer predicted on tickets. A deprecated intent is an intent that was removed from our Zendesk Intent model.

Why is Zendesk making this change?

We’re focused on making intelligent triage easier to use and expand its capabilities for all customers. The expansion of intelligent triage is not only about expanding machine learning models, but making sure you’re able to configure intent, sentiment, and language according to your needs.

What do I need to do?

If you currently use intelligent triage, these improvements are already available on your account. For more information on what you can do with intelligent triage, see Intelligent triage resources.

If you’re in one of our supported industries for intents (retail, software, financial services, insurance, employee experience, travel, hospitality, and tourism, entertainment and gaming, and education) but don’t yet use intelligent triage, see Automatically detecting customer intent, language, or sentiment.

If you’re interested in using the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support

Edited Nov 18, 2024 · Magda Pereira

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Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
September 9, 2024 September 9, 2024

We're happy to announce that we now support pre-trained intents for the education industry. These intents can be used with intelligent triage and AI agents, offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more.

This announcement answers the following questions:

What’s changing?

We’ve expanded our coverage of intents by supporting pre-trained intents for the education industry, aiming to meet the specific needs of managing and updating information about education courses, examinations, admissions, scholarships, and student life.

Now, you can enhance your tickets with industry-specific intents tailored for the education industry. This will provide valuable insights into your ticket patterns, helping you identify the most relevant intents for your business. Additionally, it will streamline the triage process and, ultimately, reduce the volume of incoming tickets by enabling smarter automation.

Why is Zendesk making this change?

We’re focused on expanding the capabilities of AI for all customers. Our teams are continually training existing and new models to provide the benefit of these features for a wide variety of use cases and workflows.

What do I need to do?

If you want to leverage intents to better understand your business use cases or create workflows, see Automatically detecting customer intent, language, and sentiment.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Sep 09, 2024 · Magda Pereira

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Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
August 7, 2024 August 7, 2024

We’re happy to announce the expansion of intelligent triage for new native and social messaging channels.

This announcement answers the following questions:

What’s changing?

Tickets originating from native and social messaging channels (non-bot builder) can now be enriched with intent, sentiment, and language predictions. The newly added channels include:

  • Email channels
    • Facebook Post
    • X Corp
  • Messaging channels
    • Native Messaging
    • Apple Business Chat
    • Google Business Messages
    • KakaoTalk
    • MessageBird SMS
    • Sunshine Conversations API

Why is Zendesk making this change?

We’re focused on expanding our AI capabilities for all customers. Our teams are continually expanding the email and messaging channels supported to provide the benefit of these features for a wide variety of use cases and workflows.

What do I need to do?

If you currently use intelligent triage, the newly supported channels are automatically available on your account. For instructions on configuring channels with intelligent triage, see Turning on and configuring intelligent triage.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

 

Edited Aug 06, 2024 · Magda Pereira

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Magda Pereira created an article,

ArticleAnnouncements
Announced on Rollout on
July 11, 2024 July 11, 2024

Zendesk has improved the coverage of the Zendesk Intent Model by adding new intents requested by our customers through the Custom intents: Request new intent feature. These intents can be used with intelligent triage and AI agents, offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more.

This announcement answers the following questions:

What’s changing?

Customers that requested intents through the Custom intents: Request new intent feature can now see the new intents available. The addition of these intents improves the coverage of intents in the Zendesk Intent Model for the retail, software, insurance, financial, employee experience, travel, and entertainment and gaming industries.

Why is Zendesk making this change?

The Zendesk Intent Model is the holistic model that includes all our industry-specific intents. The Zendesk Intent Model enhances our intent enrichment abilities by allowing us to:

  • Assign only the intents that are relevant to your account.
  • Support accounts with multiple brands or mixed use cases from different industries.

We’re focused on expanding the capabilities of AI for all customers. Our teams are continually training existing and new models to provide the benefit of these features for a wide variety of use cases and workflows.

What do I need to do?

If you currently use intelligent triage, the updated intent model is automatically available on your account. Moving forward, you can take advantage of the new and updated intents for use in any automations or reports you’ve set up. You can see all your intents on the taxonomy page. For more information on what you can do with intelligent triage, see Intelligent triage resources.

If you’re in one of our supported industries for intents (retail, software, financial services, insurance, employee experience, travel, and entertainment and gaming) but don’t yet use intelligent triage, or if you’ve enabled intelligent triage but don’t see intent predictions on tickets, contact Zendesk Customer Support for help coordinating the next steps with your account team.

If you’re interested in using the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jul 11, 2024 · Magda Pereira

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