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Chris Todd

Adhésion le 25 janv. 2024

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Dernière activité le 30 oct. 2024

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Chris Todd a ajouté un commentaire,

Commentaire de la communautéZendesk EAP - Generative search in Help center

Tetiana Gron - Thanks for helping us understand the process. I work with Open AI / ChatGPT a significant amount, and I'm very familiar with refining prompts.  I can only imagine this is a new process for your org to figure out as well. I recognize we're in early access, so I'm sure some of these details are still being refined.

 

Can you tell us a bit more about your process? What would cause you to adjust a prompt? 1 feedback 10 feedback? It depends/still working on finding the right process?

Is there a way we can help you verify when a prompt is adjusted?

Afficher le commentaire · Publication le 30 oct. 2024 · Chris Todd

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Commentaire de la communautéZendesk EAP - Generative search in Help center

Here's how I solved it

 

{{#is user.role 'anonymous'}}
               {{! do nothing }}
           {{else}}
                  {{generative_answers}}
           {{/is}}

Afficher le commentaire · Publication le 29 oct. 2024 · Chris Todd

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Commentaire de la communautéZendesk EAP - Generative search in Help center

Thanks John Tieu - I'd like to get a good feel for this. While it seems slow to react to your feedback, I also wondered on how would it be handled if the feedback was incorrect enough times – training it incorrectly. We will likely need to change our process where today we let anyone create an account, before we open this up for feedback. We had generated a ton of community spam until we required each new post be moderated, because the spammers were creating new accounts as fast as we shut them down.

 

 

Afficher le commentaire · Publication le 29 oct. 2024 · Chris Todd

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Commentaire de la communautéZendesk EAP - Generative search in Help center

Please re-read what I wrote – I know you don't support anonymous.

Why is {{generative_answers}} causing an error when users aren't logged in? Am I the only one that gets this error or are others? I can remove {{generative_answers}} and the error goes away.

Afficher le commentaire · Modification le 29 oct. 2024 · Chris Todd

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Chris Todd a créé une publication,

PublicationZendesk EAP - Generative search in Help center

With  {{generative_answers}} added to the SRP, I get this error when not logged in (anonymous).

Uncaught (in promise) Error: Cannot find module './undefined.json'

Any insight as to what is behind this? It works with logged-in users without any errors.

Publication le 29 oct. 2024 · Chris Todd

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Commentaire de la communautéZendesk EAP - Generative search in Help center

I ran into a similar result, too. 

Do you have information on the number of required thumbs down before the model learns? I expect some incorrect information on occasion. I'm more concerned about the effort required for it to improve based on the negative feedback.

 

Related: Has anyone added some add'l guidance for users, encouraging them to use the thumb up / down?

Afficher le commentaire · Publication le 28 oct. 2024 · Chris Todd

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Commentaire de la communautéZendesk EAP - Generative search in Help center

I agree with the sentiment on wanting to open to anonymous users, too.

Until then, I was thinking perhaps adding a sign-in to enable message. Something like: “We're testing the use of AI to improve search. Sign in to add the AI to your search experience.”

Has anyone tried this?

Afficher le commentaire · Publication le 28 oct. 2024 · Chris Todd

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Chris Todd a ajouté un commentaire,

CommentaireTeam members and groups

Thanks Dainne Kiara Lucena-Laxamana - I did read the table that way. It says:

Light Agents can… View areas of the Help Center knowledge base and community that are restricted to agents.

Seems the table in this article is incorrect OR needs that additional caveat added.

 

Afficher le commentaire · Publication le 13 mai 2024 · Chris Todd

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Chris Todd a ajouté un commentaire,

CommentaireTeam members and groups

Can you explain more on what needs to be configured for Light Agents to see HC articles that are restricted to agents? In your table, it says “View areas of the Help Center knowledge base and community that are restricted to agents.”

I have to either make them a full Agent for Support or an Agent in Guide (not View). This opens up access rights that I rather not grant to everyone.

THX!

Afficher le commentaire · Publication le 07 mai 2024 · Chris Todd

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Chris Todd a ajouté un commentaire,

CommentaireSetting Guide roles and permissions

I tried this on another user, and the user segment was removed after 5 - 10 min. Unfortunately for this first example, the user segment is still on the user's account.

Afficher le commentaire · Publication le 30 avr. 2024 · Chris Todd

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