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Renate Johnson's Avatar

Renate Johnson

Incorporación 15 abr 2021

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Última actividad 21 jun 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Renate Johnson

Renate Johnson creó una publicación,

PublicaciónZendesk AI EAP - Generative AI

PROS:

  • The ability to summarize a conversation is beneficial to any CSR working the ticket because it will give you a quick breakdown of what took place on the ticket without having to read the whole interaction. A wordy email or customer conversation can be summarized to provide the key points for the CSR working on the ticket with one simple click.
  • For CSRs who type custom responses instead of using macros, the “Expand” and “Make more formal” tool works perfectly to make the response appear more professional.
  • The “Make more friendly” tool does just as its described, it adds more empathy to the ticket and re-assures the customer we understand how they may be feeling regarding the matter at hand. 
  • CONS:

    • When clicking one of the options to change the content of the text, once the action is done, it does not retain the original text the CSR typed out, which can be an issue if the “enhancement” does not work for this specific conversation. The only way to undo it is by using the shortcut (CTRL + Z), which may not be something each CSR knows.
    • The “enhancements” made by the AI software can come across as a robot, and customers don't like that.  There is, and a lot of word repetition can happen.
    • Most of our conversations have macros that can be used, so the need for AI does not often come up. When I asked around to see who has used the AI software, most said they used it initially to test but have not implemented it into their actual tickets because there wasn’t a need for it.
    • I have seen the information summarized can fluctuate. At times, it will give every detail possible; in other moments, it will give a simple breakdown. 

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Publicado 21 jun 2023 · Renate Johnson

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Renate Johnson hizo un comentario,

ComentarioAccounts and billing

Hi Dave,

The link inside your response is not working

The account owner can transfer ownership to another Admin on the account, but if the account owner is no longer available, we provide a process to allow account ownership to be transferred to someone else: How do I update the owner of my Support account?

I get 

oops

The page you were looking for doesn't exist

Ver comentario · Publicado 26 abr 2023 · Renate Johnson

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Renate Johnson hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We are very much interested in this as well.  The above post was in July 2019.  Do we have any updates?  

 

Ver comentario · Publicado 17 oct 2019 · Renate Johnson

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