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Adhésion le 14 juil. 2023

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Commentaire de la communauté Feedback - Zendesk AI and automation

+1
 

Winslow J If you read this article, you will see that basically any conversation that is not transferred to an agent is considered by Zendesk as an automated resolution. Even if a user just wrote “Hi” and then left, you will be charged $2 for it.

@Jeff Curran

It's June 24th and no one contacted us yet.

Afficher le commentaire · Publication le 24 juin 2024 · A A

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Commentaire de la communauté Feedback - Zendesk AI and automation

Jeff Curran Why do you think it's okay to tell a customer that in 2 months his subscription cost will increase by 300%? 

Afficher le commentaire · Publication le 22 mai 2024 · A A

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Commentaire de la communauté Feedback - Zendesk AI and automation

My concerns so far are:
 

1. You're going to charge $1.5 per unresolved conversation where a client just left the conversation with a bot. I checked our data that's about 60% of all the “automated resolutions”. Unless a client confirms that his issue is resolved, it is not resolved and he probably just switched channels.

 



2. How do we determine in advance how many resolutions we will need during the month? We have big spikes in volume due to releases, bugs etc. Now instead of focusing on business operations, we will have to guess the quote of “automated resolutions” we need every month.

 

3. The current cost per conversation is extremely high. We work in South Asia and with current Zendesk rates, it will be 4 times cheaper to resolve a ticket via human than via Zendesk bot.

 

4. You should give the option to old clients to use the chatbot without paying for each conversation. You can exclude generative AI and all other “AI features” from it. But at least, for the money that we pay, we should be able to use a basic decision tree chatbot.
 

Afficher le commentaire · Publication le 02 mai 2024 · A A

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CommentaireAI agent basics

An agent can resolve 2000 tickets per month. If salary is $500, it would cost $500. 
With Zendesk chatbot it would now cost $2600. 


A $1.5 per conversation is viable only for the US/Europe. In our case, we will have to disable the chatbot and look for an alternative solution.

Afficher le commentaire · Publication le 23 avr. 2024 · A A

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CommentaireAI agent basics

A resolved conversation is when the bot asks if the issue is resolved yes/no? If the client confirms that yes, it is resolved. Then it is resolved. 

If a client just leaves a conversation, it doesn't mean that it is resolved. I'm surprised that you're going to charge $1.5 per such conversation.

Afficher le commentaire · Modification le 19 avr. 2024 · A A

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Commentaire de la communauté Discussion - Success with Zendesk

Hi Brandon! I appreciate your feedback.

Using a macro would still require a manual effort from the agent and I was looking for a way to automate it. I wonder if Zendesk could add a trigger when it sends email notification as part of continuous conversations. In this case, we could at least automatically change the status of the chat.

Afficher le commentaire · Publication le 01 avr. 2024 · A A

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Publication Discussion - Success with Zendesk

Hi there! 

Can we set up the following flow?

If a user doesn't respond to the agent's message in the messaging channel for more than 10 minutes, send an auto message in chat to the user and move the chat status to pending. 

We have enabled Continuous conversations but this feature only sends an email and has no option to auto-update the ticket status or send a message in chat.Now agents have to do it manually and it takes much time.

Publication le 26 mars 2024 · A A

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Commentaire de la communauté Feedback - Ticketing system (Support)

You can add a clickable link as a user field. The problem, as I see it, is that you won't be able to show it in the Essentials card unless you're on the Enterprise plan.

That's a key feature, you need your agent to be able to click on the link to open the user in your internal CRM with minimum effort.

Afficher le commentaire · Modification le 25 mars 2024 · A A

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CommentaireHow to fix issues in Zendesk messaging

Hi, 

Is this article still up to date? Can we display the customer's email in agent workspace?

I refer to this announcement.

Afficher le commentaire · Publication le 13 mars 2024 · A A

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CommentaireUsing legacy AI agent functionality

Yep, that's right. It would be just easier to select the required custom filed in flow builder. Then I wouldn't need to create all those triggers for each answer to update custom field ^_^

Afficher le commentaire · Publication le 01 mars 2024 · A A

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