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Fiona

Adhésion le 04 mai 2022

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Dernière activité le 12 juil. 2024

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Fiona a ajouté un commentaire,

CommentaireTicket automation and collaboration

What is the best practice for this follow up ticket? I'm guessing it now counts towards the ticket volume etc, and it has the tags from the original ticket so it will count towards my reports for those tags.

-  If I delete the follow up ticket once the side conversation update has been addressed, would further replies create a new follow up ticket so that I'm still notified?

- If not, how can I easily identify and exclude these tickets from my reporting?

Thanks

Afficher le commentaire · Publication le 12 juil. 2024 · Fiona

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Fiona a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Is there a way to edit without publishing the changes right away, just like a regular article?

Afficher le commentaire · Publication le 20 mars 2024 · Fiona

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Fiona a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

I'm also seeing the same as Matt Russell.

I just tested for a question that is directly answered in our articles and it took 3 attempts and very slight rewording for the bot to understand (see screenshot). When I later attempted the second variant, it understood and answered correctly...

Afficher le commentaire · Publication le 06 mars 2024 · Fiona

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Fiona a créé une publication,

PublicationZendesk AI EAP - Generative AI

For "expand", I have the following feedback:

- the AI uses "Hello [name]," but we usually use "Hi [name]" (hi and no comma). Is there going to be a way to standardize this somewhere so that the AI generates our preferred greeting?

- the AI adds the greeting every time, even if only part of the text in the box is selected

- the AI writes a response that is often too formal for our usual tone of voice and defaults to "we" (e.g. we apologize...) rather than "I". Will there be a way to dictate the tone of all expanded texts? 

 

Thanks!

 

Publication le 23 févr. 2024 · Fiona

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Fiona a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

Can the bot not see content block information? I just tested the bot by typing what is literally the article title (and some other variations) and it gave the "please rephrase" reply. the only thing i can think is that the entire article is a content block.

Afficher le commentaire · Publication le 22 févr. 2024 · Fiona

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Fiona a ajouté un commentaire,

Commentaire de la communautéZendesk AI EAP - Generative AI

Love this! Been testing out the 'expand' feature and it's great. 

I noticed the AI uses "Hello [name]," but we usually use "Hi [name]" (hi and no comma). Is there going to be a way to standardize this somewhere so that the AI generates our preferred greeting?

Thanks!

Afficher le commentaire · Publication le 21 févr. 2024 · Fiona

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Fiona a ajouté un commentaire,

CommentaireGetting started with Zendesk AI

Hi

I'm confused - if it's advanced AI, can it just read the question the customer has written in the web widget and look in the Knowledge Base and give the answer? As opposed to having to create answers and intents etc. 

Thanks

Fiona

Afficher le commentaire · Publication le 24 nov. 2023 · Fiona

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Fiona a ajouté un commentaire,

CommentaireSetting up Zendesk Chat

What do I need to do to exclude mobile users? 

Visitor platform > does not contain > ios

Visitor platform > does not contain > android

That doesn't seem to work... what should I be doing? Thanks

Afficher le commentaire · Publication le 26 oct. 2023 · Fiona

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Fiona a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

The reporting is very bare bones at the moment - we don't know common paths people are taking through the "answer" and what people are typing in or clicking on throughout the interaction. When is more detail planned for this dataset? I've seen lots more robust reporting in other similar software so hoping it's just because it's fairly new? Thanks

Afficher le commentaire · Publication le 31 juil. 2023 · Fiona

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Fiona a ajouté un commentaire,

CommentaireThird party and social messaging channels

We have been using this for a couple of weeks but have noticed that if someone sends us an attachment (or photo), it doesn't show in Zendesk - only the message does. Is this right? It's a bit annoying as we need to look at the photo in the native Instagram app... 

Thanks

Fiona

Afficher le commentaire · Publication le 28 juin 2023 · Fiona

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