Has anyone had any luck with generative AI that reads your knowledge base and suggests a response?

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4 Comentários

  • Jake Bantz
    Zendesk Product Manager

    Hi Brian Greenberg,

    You're very timely! We just announced generative replies in a bot here.

    Are you also looking for functionality like this, but to occur via a trigger/ticket comment? Are you looking for a suggestion, but something your agents would have to approve? Let us know about your ideal scenario.

    Thanks!

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  • Tom Erik Skjønsberg
    Zendesk Luminary

    Hi Jake Bantz

    We would love to have something for this for Support, where it would read the customer's message and generate a suggested response that agents would have to approve/edit before being sent back to customers.

    We are already doing this for some tickets that are coming in through our own developed solution, but that is only for tickets that are not customer generated, i.e. not incoming e-mails.

    1
  • Jake Bantz
    Zendesk Product Manager

    Tom Erik Skjønsberg,

    Thanks for the feedback! That could be pretty powerful for sure. I'm going to pull this into our product feedback repository to make sure it's considered in future iterations with generative AI.

    1
  • Brian Greenberg

    @Tom that's pretty much exactly what I had in mind. Something like macro that would draft a message or an endpoint that can be reached via webhook that returns a message.

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