Add-on | Copilot |
智能分类使用人工智能来扩充 Support 和消息传送工单中可操作的信息,而无需专员或管理员的帮助。具体而言,智能分类可预测新建工单的意向、客户情绪和语言。然后,您可以使用此信息通过触发器和自行程序完成工作流程自动化、团队视图设置、报告创建等操作。
本文章包含以下主题:
相关文章:
了解智能分类
启用智能分类时系统会在工单中添加新的字段:
- 意向:工单内容预测。要查看可能的值,请在管理中心打开意向页面。
- 意向置信度:意向预测正确的可能性。可能的值有高、中等和低。
- 语言:工单所用语言预测。要查看可能的值,请在管理中心打开语言页面。
- 语言置信度:语言预测正确的可能性。可能的值有高、中等和低。
- 情绪:对客户对其请求的看法的预测。可能的值有非常积极、积极、中性、消极和非常消极。
- 情绪置信度:情绪预测正确的可能性。可能的值有高、中等和低。
这些字段由 Zendesk 的机器学习模型根据工单提交时第一条消息的内容,通过工单更新进行填充。如有必要,专员可以更新字段值。
填充字段后,工单还会自动添加标签,以帮助您创建触发器、自行程序和报告。这些工单标签反映意向、语言和情绪字段中的值,其结构如下:
- intent__意向字段的值
- language__语言字段的值
- sentiment__情绪字段的值
了解意向、语言和情绪值
意向
对于意向字段,智能分类会被训练用于识别意向。此外,意向和情绪检测仅适用于以下语言:
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Zendesk 意向模式包含所有受支持行业的意向。在此模式下,帐户可访问基于其工单对话数据的相关意向和用例。此模式可以为具有多个品牌的帐户、混合用例以及跨我们当前支持的行业提供支持。
语言
对于“语言”字段,智能分类可检测大约 150 种不同的语言。请参阅按产品查看 Zendesk 语言支持。
情绪
“情绪”字段是系统用来预测客户对所提交请求持正面还是负面的感受。预测的依据是工单中第一条消息的文本。如果已进行此配置,情绪将在终端用户每次回复时更新。
情绪分为以下类别之一:
- 非常正面:消息可能包含强烈的肯定性词汇(如“极好”或“完美”)、由强度副词修饰的肯定性词汇,或多个肯定性语句。
- 正面:消息可能包含表示感谢的短语,或一到两个肯定性语句。
- 中性:消息可能包含没有双重否定量词(如“任何”或“始终”)的事实陈述,或混合肯定和否定的陈述。
- 负面:消息中可能含有表达不满的短语、含有否定性词汇的投诉,或重复表达不满。
- 非常负面:消息可能含有强烈的否定性词汇、大写文本、多个感叹号或多个否定短语。
智能分类专门针对客户服务进行了校准。这意味着工单不会因为客户的订单出现问题、找不到所需信息,或其他类似的“负面”情况而被分配负面情绪。相反,该模型已经针对情绪分析进行调整,假定客户联系客户服务是因为他们有问题需要解决。
打开和配置智能分类
管理员可以在管理中心打开智能分类。默认情况下,此功能是打开的。
智能分类将预测添加到仅在打开后创建的工单。由于其他原因,您可能看不到工单上的预测,请参阅为什么智能分类未将预测添加到工单?
要配置实体检测,请参阅自动检测工单中的唯一信息。
打开和配置智能分类
- 前往您要配置的预测类型页面:
- 在管理中心,单击侧栏中的人工智能 (
),然后选择智能分类 > 意向。
- 在管理中心,单击侧栏中的人工智能 (
),然后选择智能分类 > 情绪。
- 在管理中心,单击侧栏中的人工智能 (
),然后选择智能分类 > 语言。
意向、语言和情绪预测类型的状态默认为打开。
- 在管理中心,单击侧栏中的人工智能 (
- 在预测类型页面上,取消选择检测 <预测类型>(如果您不希望系统根据该预测类型自动对工单进行扩充)。
- 在预测类型页面上,单击管理设置。
- 从以下选项中进行选择:
- (仅限情绪和意向)动态检测:选中此复选框以根据对话中的最新终端用户消息更新情绪或意向。
-
渠道:选择您要打开的电邮渠道。
网络表格、电邮和网络服务 (API) 渠道默认打开。
您还可以打开 Text、Web Widget、移动 SDK、移动、Facebook 帖子、X Corp 和社交消息传送渠道。(如果您通过渠道整合创建工单,请选择“社交消息传送”。)
Zendesk 通常不建议打开其他渠道,但如果这些渠道上的工单量较高,则可能需要打开这些渠道。具有较多对话消息、系统通知或垃圾信息的渠道,其预测置信度会较低。 -
消息传送渠道:选择您要打开的消息传送渠道。
Web Widget、WhatsApp 和 Facebook Messenger 渠道默认已打开。
您还可以打开 Android SDK、Google RCS、Instagram 私信、iOS SDK、 LINE、Slack、Telegram、Twilio 短信、X Corp 私信、Viber、微信、Apple Business Chat、Google Business Messages、KakaoTalk、MessageBird 短信、原生消息传送和 Sunshine Conversations API 渠道。
注意:打开 Web Widget、iOS SDK、Android SDK 或原生消息传送渠道中的任意一个将自动同时打开所有四个渠道。 -
排除条件:要排除专员创建的工单,使其无法根据预测类型进行扩充,请选择忽略专员发起的工单复选框。
如果选中此复选框,则恢复后的被阻止工单不会使用智能分类预测进行扩充。
- (仅限情绪和意向)动态检测:选中此复选框以根据对话中的最新终端用户消息更新情绪或意向。
- 单击保存。
25 条评论
Jake Bantz
Hi 1265014306350
Intelligent triage can detect what the ticket is about (intent) as well as how the user is feeling (sentiment). Zendesk has pre-trained a large number of intents to be detected - like ‘password reset’ or ‘ refund request’ (plus many more) - but you can also train your own intents if the categorization doesn't quite match.
So while it's not an exact quote of what the customer is asking, intelligent triage values are stored to ticket fields on each ticket, and provides the versatility of being able to report (spot trends) for the defined values as well as offer the ability to configure business rules and routing based on those ticket field values.
Sentiment and language are additional enrichments that allow for similar functionality. You can make sure tickets are routed to agents based on language preference as well as the ability to flag tickets - via SLA, escalation, or priority - where customer might be extra upset.
0
Paul Lonergan
Hi team,
I just came across this and trying to make sure I understand correctly. I am finding conflicting information when trying to determine this.
Can this be used to detect customers issues by reading the content of their emails and in turn used to track queue trends?
Not relating to a customer being happy/upset etc but the actual issues they are reporting?
0
Reshma Renee
Dynamic detection is not available for Intent in our instance. Anyone else facing the same issue? We could only enable it for Sentiment.
0
Thomas Verschoren
1900282983924 add the sentiment field as a ticket field. Agents can change it that way.
0
Wouter Mestdagh
How can we enable our agents to manually change the detected sentiment of a ticket (similar to which is already possible for the intent)?
0
Athar Hussain
Is there any roadmap to expand into B2B businesses? Or at least allow further customization so that intelligent triage can be utelized in B2B markets?
0
Zach Gilbert
I'm not seeing it, but maybe missing something. Is there a way to set the users profile language based on the intelligent triage language prediction being high? I tried to make a trigger, but could not see a way to set the action to the user profile. I want to use this in connection with dynamic content.
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Pavel Gärtner (PG Test company)f
Hello, i have created the trigger with Notify by Autoreply with articles. You can see bellow. Emails are sending, but articles are not attached. I find out, that there can be problem with Intelligent triage. I would like to check settings or activate it but i dont have this item in settings (under admin account) as you can see also bellow. We have "Professional Tier! Could you give me advice what to do?
Thank you very much Pavel
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Shawna James
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Paul Tarling
Hi there,
When are you intending to release Intents for different industries? I work in Mobile/Telecoms and purchased the Advanced AI add-on late last year. It's very disappointing that we can't use the majority of the AI features being added at the moment, it seems like Zendesk's focus has drifted on to expanding the use of Intent's in to other features, rather than worrying about releasing the verticals that paying customers need in order to make use of some of these features. I see that Custom Intents has now been released, but I'm not sure if I can use that to build out all of the intents that are needed for my industry?
Paul.
0
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