Mandy Labriola

When i look at my profile icon it only shows users and workspaces - not bots - is that because i'm on a trial version?  why isn't showing  the generative bots i have in this workspace?

Yes we are only using the help centre articles for now anyway.  We didn't want to have to build any bot flows which is why we went with generative AI thinking that it would hunt and peck thru articles and deliver the answer to the customer without having to build flows.  I do see the benefits of using the answer buttons though, they can be quite handy.

Thanks Stephan for the comment. We are planning on using the Generative AI bot in our help centre and in-app.  What do you mean when you say, using more than valid articles?  Do you mean "answers" configured in flows?

Wondering if anyone using the Generative AI bot in their help centre has experienced their bot providing incorrect article suggestions and if so, what is the customer experience? 

We are working on implementing this in a couple of our help centres and have to ask other users what their experience is for our approval process.  Any feedback based on your expereince would be appreciated.  Thanks

We are currently interested in implementing an Advance AI (EAP Generative AI specifically) bot in our help centres and before we I thought I'd ask if anyone else who has done so, has noticed any instances where their bot has delivered the wrong answer to the customers?  Are the bots having hallucinations?  How do you track the accuracy of the answers delivered to your customers?  Any advice based on your experience so far? 

Nils Z. thanks for the suggestion.  I just tried adding the customer facing email to the allow list but it still sends the ticket to the suspended view.  The way it forwards in, it shows the email address of the customer as the requester, so I would have to add all customers to the allow list which is not realistic. 

We have been using Zendesk since 2013 with about 20 different product emails forwarding to the our support@zendesk email.  It was working like a dream until mid August 2022 when all incoming email suddenly got pushed to the Suspended View.  I escalated to Support several times and each time they came back saying that it has to do with the auto-submitted email headers, which microsoft puts in on the server side when it does the forward.  Has anyone else experienced this? and have you figured out how to get email back to the unassigned view?  Zendesk is taking no ownership and suggested a third party app instead..it makes no sense to me or my email administrator.  Any suggestions?

How does the pricing work? 

We have a bilingual Help Centre, and the app works great for English (default) content, but we can't seem to export the French content.  Anyone else have this issue?  I've tried making French the default language for both the support and help centre, but it still only displays the English content.  What am I missing?