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Jake Bantz

Incorporación 14 abr 2021

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Última actividad 03 ene 2025

Zendesk Product Manager

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RESUMEN DE LA ACTIVIDAD

Última actividad de Jake Bantz

Jake Bantz creó un artículo,

ArtículoNovedades
Fecha de anuncio Inicio de implementación Fin de implementación
26 de septiembre de 2024 26 de septiembre de 2024 3 de octubre de 2024

El conjunto de datos de clasificación inteligente y el panel prediseñado de Explore ahora están disponibles para los suscriptores de IA avanzada que han activado la clasificación inteligente.

Este anuncio incluye los siguientes temas:

¿Qué va a cambiar?

Se ha agregado un conjunto de datos y un panel centrados en la clasificación inteligente para permitir que quienes han adoptado la clasificación inteligente identifiquen oportunidades para mejorar el flujo de trabajo en función de los enriquecimientos de clasificación inteligente impulsados por la IA de Zendesk. Estas mejoras podrían incluir cambios en el enrutamiento o en las reglas de negocio, la automatización y las respuestas automáticas, así como mostrar temas de tickets con una gran cantidad de respuestas de agentes o tiempos de resolución prolongados.

¿Por qué Zendesk va a hacer este cambio?

Al implementar un conjunto de datos de clasificación inteligente, ofrecemos una experiencia optimizada de Explore para interactuar con las métricas y los atributos específicos de la clasificación inteligente, a la vez que proporcionamos una variedad de métricas ampliamente adoptadas para ayudarle a identificar el margen de mejora y medir los cambios que ha hecho en respuesta a esta información de clasificación inteligente.

¿Qué debo hacer?

Los suscriptores de la IA avanzada tendrán que activar la clasificación inteligente para al menos uno de los tipos de predicción, intención, idioma o tono. Una vez activado, se agregarán predicciones a los tickets recién creados que coincidan con los criterios de la configuración. En la próxima sincronización de Explore, esos datos comenzarán a aparecer en los informes personalizados y en el panel prediseñado.

Los clientes que ya han activado la clasificación inteligente verán los datos de predicción de clasificación inteligente que datan del 3 de agosto de 2024. Para los tickets creados antes de esta fecha, puede usar los conjuntos de datos de ticket y mensajería para crear informes personalizados.

Si desea más información sobre el panel y el conjunto de datos de clasificación inteligente, consulte:

Si tiene comentarios o preguntas sobre este anuncio, visite el foro de la comunidad, donde recopilamos y administramos los comentarios de los clientes sobre los productos. Si desea asistencia general con sus productos Zendesk, contacte a Atención al cliente de Zendesk.

 

Editado 01 oct 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

ComentarioTicket automation and collaboration

Hi Robert vanH 

It is not possible to enable/disable by brand today. If you don't want the historic intelligent triage data and tags on those tickets, you could perhaps use a trigger to remove the values. Something like:
Conditions:

  • (Meets All) Brand is not Brand A
  • (Meets Any) Intent, Language, and Sentiment are present - this would be 3 separate conditions.

Actions:

  • Set intent, language, sentiment, and their related confidence levels back to a blank value.

If you order this trigger high in your trigger list (at least before any intelligent triage based actions), it should wipe out the fields before those fields would impact your alternate brands' tickets.

 

As this is a workaround, I will capture your feedback for our team to look at for future enhancements, but hopefully this will help you limit the reach of intelligent triage while you try it out.

Ver comentario · Publicado 12 ago 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidad Feedback - Admin Center

Hello,

I did want to offer a potential option for your use case if you have Advanced AI on your account. Here are the basics:

  1. Create an automation with the conditions you want to meet.
  2. Set the actions in that automation to add a tag of your choice.
  3. Create a trigger which looks for the addition of that tag.
  4. Set the actions of that trigger to add an internal note to the ticket (similar to this example, but without the AI specific conditions).

This should result in a similar result to what you're requesting, but just needs a trigger to finish the job.

I hope this is helpful! Please let us know if you have any questions about this configuration.

Ver comentario · Publicado 31 may 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Hi Govinda,

Thanks for posting! I'm not on the Explore team, but I'm a big fan and user of it. There is the ability to hide columns when showing a table visualization. You can navigate to the Chart Configuration tool (the icon that looks like a paintbrush) > Columns:

If you click on the 👁️ icon (in the bottom right of my screenshot), you can hide or show the specific column. Is this what you had in mind? If not, can you please share more about the configuration of your report? The chart configuration tools offer quite a bit of customization in reports, so I hope you can find what you need.

Ver comentario · Publicado 29 may 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Hello everyone! Jake here from the Zendesk product team, I appreciate you continuing to express interest in this feature and sharing your individual use cases.

We apologize for the delay on our end in providing you with an updated response to your feature request. We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

We are going to close this post as “not planned”. We will leave the post open for comment and encourage you to continue to add your use cases and support but want to remind folks, as is stated in our Community Guidelines, that we can not commit to prioritizing any one piece of feedback we receive in the community.

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Ver comentario · Editado 17 may 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Hi Carrie,

Thanks a bunch for sharing your feedback on this. This behavior is common for Explore (not just Guide reporting) when reporting on events (like votes, comments, views), but the object to which the events are tied is deleted, archived, etc. The events no longer have a parent item under which we can aggregate these events. A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.

 

That being said, I will pull this into our product feedback so that we can assess this behavior for the Guide dataset as we make future dataset and dashboard updates.

Ver comentario · Publicado 25 abr 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

ComentarioTicket automation and collaboration

Hi Alexia, if you are a subscriber to Advanced AI, you should be able to activate any features which don't require intents. The instructions should be in the respective documentation for each feature listed here. The requirements for intent predictions is documented in this article which can hopefully help you identify why intent isn't available on your account.

 

If you are still unsure what's going on from that point, please engage our support team.

Ver comentario · Publicado 16 abr 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidadZendesk AI EAP - Generative AI

Yes! Ctrl + z (or cmd + z on Mac) certainly work to undo. But as you called out - you may only want to change/revert part of the reply. Very valuable feedback that I'll pull in along with what you shared previously.

Thanks!

Ver comentario · Publicado 22 mar 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Hi all! These decisions are often made as data needs to be aggregated for user activities on an item like an article and digested specifically for Explore while also not impacting the front-end performance of Guide. Constantly updating something like an article record for each view (where there can be many per second) could have unwanted impacts, so we direct the data to our reporting platform which can handle such events.

I did want to highlight that a recurring export option is coming from our Explore team later this year which would hopefully solve for making the data more portable. You can read more about that announcement in Exporting datasets from Explore (Beta). The hope is that this can give the unified experience you're looking for to access your data while not having to resort to feature specific endpoints.

Ver comentario · Publicado 20 mar 2024 · Jake Bantz

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Jake Bantz hizo un comentario,

Comentario de la comunidadZendesk AI EAP - Generative AI

Hi Shannon,

Thanks for reaching out. I've pulled this insight into our product feedback tool to make sure it can be considered for future enhancements.

I was curious - where would you want (or what your agents) to see this comparison? Would it be in the comment composer? Some sort of undo/redo behavior? Or perhaps you visualize it in some other way?

Ver comentario · Publicado 18 mar 2024 · Jake Bantz

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