Detección automática de la intención, el tono y el idioma del cliente

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Colleen Hall

Zendesk Documentation Team

Editado 17 abr 2025

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      BAKO

      Hello;

      A large portion of our users are starting their conversation with the bot by requesting a transfer to an agent. So their first message is usually "Live support" or "Talk to human"

      This is fine for us, but the Intent for these tickets is settled on "Transfer to agent" and doesn't change.

      We know agents can change the intent, however, If the zendesk would let me check the intent form a custom ticket field for example, I can prompt users to ask their issue with a "Ask fo detail" step in the bot and then form the intent over that.

      This would allow me to automatically categorize every ticket.

      Currently, we can delete an intent using triggers btw. We just need a reverse version of that so the ticket can re-evaluated when it has some context.


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      Jake Bantz

      Håvard Skare,

      This article is super helpful in tracking down why a ticket was not enriched by intelligent triage: Why didn’t intelligent triage add predictions to a ticket?

      Can you please see if that helps to explain the behavior you're seeing? If you don't find your answer there, please feel free to reach out to our Support Engineers as Cheeny mentioned above, and they can help you out.

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      Cheeny Aban

      Hi Håvard,
       
      If all the requirements to use intelligence are met and it is still not working on your tickets, I would suggest that you initiate a conversation with us so one of our Engineers will be able to take a closer look into your account.
       

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      Håvard Skare

      Hi.

      The intelligence function is still unavailable, even though it is enabled in the settings. Any thoughts on why? (Language: norwegian)

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      Allen Lai | Head of CX at Otter.ai

      Thanks, Tony! The use of merging intents is helpful because several intents are very similar. Creating various triggers, automation, views, etc., to include every variation of the same intent is not efficient or effective, so being able to merge them would be helpful. 

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      Tony

      Hi Allen,
      I'm not too sure about merging multiple intents together. But in the meantime, thank you very much for your feedback. Your feedback helps us grow – so we appreciate taking some time for sharing it with us.
       
      Best,
       
       

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      Allen Lai | Head of CX at Otter.ai

      It's a great start, but it needs a lot of improvements.

      • Is there a way to merge two or more intents? I'm seeing a few that look like duplicates.
      • Is there a way to rename or retrain an intent? A few of them look generic, but when I looked at a sample of tickets, they were related to something more specific, and it would be helpful to appropriately rename them.
      • If an intent is tagged incorrectly and I correct it, it doesn't retrain the model.
      • When creating views based on intent, it's very hard to do this for a certain type of intent without adding every intent for that type. For example, we have 20-30 intents that are billing-related. I'd love to be able to create a view based on the primary intent of "billing" without needing to add 20-30 tags.

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      Susana

      Hello, 

      Currently the Intent field is not user friendly, there are too many options to choose from and not the possibility to easily search within the available ones. Perhaps a "start typing" feature could be added where the Intent field would show the matching options. Example: If I type "Missing", the field would show me all available options that include the word "Missing". This would make our job much easier in case we need to change the AI pre selected Intent.

      Thanks!

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      Erin O'Callaghan

      Hi Thomas, I've updated the article to say "Suite Professional and above" to align with the header.

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      Gabriel Manlapig

      Hi Miguel,

      La clasificación inteligente está actualmente disponible como parte de un programa de acceso anticipado (EAP). Consulte Requisitos para usar la clasificación inteligente.
       
      Puede registrarse para el programa EAP de clasificación inteligente aquí. Si no cumple los requisitos actuales, regístrese de todas formas para ser incluido en la lista de espera.
       

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