Tim Sulzberger

Hi,

Firstly, I appreciate the new entity prediction feature.

I do have some feedback and questions about it. I've been trialling this, just for reporting purposes so far and with more frontline automation purposes later on.

My example is the prediction field I set up named “Product Line Prediction”, with a taxonomy of products which my company produces. 

Questions:

• False Positives. Some of those products in house here have a rather generic name such as  ‘Inspections’  so it's getting detected or predicted in normal unrelated sentences. More specifically, I needed those product names to be treated as nouns rather than generic verbs being detected. Any recommendations on that? Any plans for an exclusions, ‘exact match’ or noun/verb type of setting?
• Multi-value There are situations where a multi value would be useful i.e. both product a and product b detected , and can feed into VOC reporting or into automated procedures involving 2 products- is this available or considered as a future feature?

Also a reporting recipe document would be useful. A tip I'll share with the community here regarding validating the AI, is : 

using the Support tickets data set in explore reporting,  add a row for Brand, ticket ID, Intent, [Your automatic  Entity name}, [your manual categorisation field that staff use]. I've been comparing the prediction fields to the fields that staff use currently to categorise the ticket. This comparison helps isolate any unusual Intent or Entity predictions

Thanks Pedro, that is good to hear. If there are any other AI usage  reporting tips or other AI reporting enhancements to share I'd be interested to see. 

One in particular is what type of triggers and event tagging we might have available as a workaround for some of this, if there is a usage event that we can leverage or similar.

Thanks Shawna James , I didn't see that before. I've added my comment to that thread now

Hi, 

I have a similar request please: 

User Story

• As a service designer, I need the ability to export flow builder flows/answers (visual flows diagrams), so that I can analyse, consult, workshop and share the designs with stakeholders
• As a product manager, I need to diagram the bot flow configuration to identify plans ahead, to aid in communicating the opportunities, decide of changes
• As a business analyst, I need to diagram and document bot flows for documentations reasons (risk mitigation, knowledge)

Currently re-documenting the configuration is leading to extra work, possible errors and small changes are difficult tor reconcile.

I wondered if this already exists or if its a new feature development opportunity for Zendesk

Ideally we could export to pdf, svg, csv or even a bpml type of format

Thank you Shawna James 

Hi Jake Bantz , Thank you for implementing the reporting on AI usage last year.

I have a part 2 to ask about please, either as a feature request or some knowledge

We use Explore datapoints for AI Usage Types: 

• Expand
• Make more formal / Make more friendly
• Summarize

However, we are also keenly interested in the datapoints for AI Usage Types:

• Auto Assist usage
• Suggested First Reply usage (or partial usage)
• Suggested Macro usage
• Similar tickets usage
• Merging Suggestion usage
• Quick Answer generation , thumbs up, thumbs down

I wondered if there is a current way in the dataset, or via tags? Or if these items are on the release roadmap?

Hi,

In the recent UI update for Copilot, one of our employees who has a vision impairment noted that the right context panel button for ‘Side conversations’ does not have an adequate alt text caption. Compared to the other buttons such as ‘Customer Context’ or 'Knowledge', the button for ‘Side Conversations’ does not have the right labelling for a screen reader tool (JAWS etc.) to be able to read it. To the user, it reads it as a blank button rather than the label ‘side conversations’.

We deduced that its not specifically related to the Copliot UI update, but it was noticed because of the removal or ‘Intelligence’ in the right context menu, it became more apparent to the user as the buttons shuffled.

Can this please be prioritised for a developer to update the button properties/elements, to the appropriate accessibility standards? 

Hi,

I have a need to export diagrams of the Bot flows. Is there already an easy way already,  or is it a feature request?

User Story

• As a service designer, I need the ability to export flow builder flows/answers (visual flows diagrams), so that I can analyse, consult, workshop and share the designs with stakeholders
• As a product manager, I need to diagram the bot flow configuration to identify plans ahead, to aid in communicating the opportunities, decide of changes
• As a business analyst, I need to diagram and document bot flows for documentations reasons (risk mitigation, knowledge)

Currently re-documenting the configuration is leading to extra work, possible errors and small changes are difficult tor reconcile.

I wondered if this already exists or if its a new feature development opportunity for Zendesk

Ideally we could export to pdf, svg or even a bpml type of format