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Mick O'Donnell

已加入2021年4月14日

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最后活动2025年2月21日

Zendesk Product Manager

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Mick O'Donnell 进行了评论,

社区评论 Feedback - Zendesk AI and automation

Hi Reshma,

Thank you for your feedback, and to the follow up comments. I'm happy to say that we're making these changes a priority on our 2025 roadmap, with emphasis on the export conversation log feature. Fully agree that this will make the conversations easier to analyze. As we can closer to this delivery, I'm happy to share further information, but it may not be until the second half of 2025, but we'll see if we can get this out sooner.

查看评论 · 已于 2025年2月06日 发布 · Mick O'Donnell

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Mick O'Donnell 创建了一篇文章,

文章公告
宣布日期 新服务模式级别推行日期 增强型功能推行日期
2025 年 2 月 3 日 2025 年 2 月 3-7 日

对于新的*人工智能专员客户:2025 年 2 月 3-7 日

对于现有*人工智能专员客户:2025 年 3 月 25 日

*请参阅下文,了解新老人工智能专员客户的定义。

作为我们对人工智能创新的承诺,Zendesk 很高兴地宣布推出两项全新的灵活人工智能专员服务模式,并推出人工智能专员增强功能。这些服务模式以最先进的生成式人工智能技术为后盾,旨在引导客户实现成熟的自动化。

新老人工智能专员客户都将受益于增强的生成式人工智能功能。如本公告稍后所述,现有人工智能专员客户将注意到其人工智能专员体验正在进行某些调整。

此公告包含以下主题:

有什么变化?

我们将推出以下更改:

人工智能专员的新服务模式级别

人工智能专员现提供两种灵活的服务模式:Essential 版和高级版,可满足您独特的业务需求。从 2025 年 2 月 3 日起,所有开始使用人工智能专员的客户将自动获得人工智能专员 - Essential(随附在 Zendesk 服务模式中)。任何客户都可以升级到人工智能专员(高级),但需要支付额外费用。

  • 人工智能专员 - Essential:随附在所有 Zendesk Suite 和 Support 服务模式中。使用由最新人工智能技术提供支持的生成式回复,可在数分钟内开始自动化操作。
    • 您将自动获得此服务模式,除非您在 2025 年 2 月 2 日之前拥有测试版或发布版人工智能专员,或者您之前从 Ultimate 购买了服务模式。
  • 人工智能专员(高级):作为 Suite 和 Support 服务模式的附加功能提供包括 Essential 级别的所有功能,另外提供对话流程、API 和高级分析等高级功能。包含之前 Ultimate 的功能。
    • 如果您之前从 Ultimate 购买了服务模式,您将自动获得为此服务模式。

这些服务模式级别将从 2025 年 2 月 3 日起生效。有关各级别(包括每个级别的特定功能)的更多信息,请参阅关于人工智能专员

注意:在 2025 年 2 月 2 日之前拥有任何测试版或发布版人工智能专员的客户可继续访问与以前相同的人工智能专员功能,包括智能机器人生成器、自定义答案工作流程以及(面向拥有高级人工智能附加功能和分配有意向模型的客户)意向。

人工智能专员的增强功能

除了新的服务模式级别之外,Zendesk 还将使用来自 Ultimate(Zendesk 于 2024 年收购的人工智能公司)的最新生成式人工智能技术替换生成式回复中的基础技术,以此增强我们的人工智能专员功能。此更改将引入:

  • 改进了人工智能专员设置。提供更直观的界面,用于管理人工智能专员。请参阅查看和编辑人工智能专员通用设置
  • 增强了生成式回复。升级后的生成式人工智能技术提高了回复的准确性和自动化,支持更多的上下文对话,可处理简短交谈,以及从知识库扫描整篇文章以提供更准确的回复。
  • 升级了人工智能专员角色。通过增强型设置,人工智能专员可以深入了解您的业务并提供回复,从而打造一致的品牌客户体验。请参阅自定义人工智能专员角色,为人工智能生成的回复增加个性
  • 改进了入门体验。简化了人工智能专员的设置流程,减少了设置时间,使其更易于部署。

这些更改自 2025 年 2 月 3 日起可供新的人工智能专员客户使用(推行至 2025 年 2 月 7 日),并自 2025 年 3 月 25 日起对现有的人工智能专员客户开放。有关详情,请参阅下文我需要做什么?

即将成为旧版的功能

以下功能由于不支持新的生成式人工智能专员体验,已不再对新的人工智能专员客户提供,也不包含在 Essential 服务模式中:

在 2025 年 2 月 2 日之前拥有测试版或发布版人工智能专员的客户仍可访问这些旧版功能。这些功能也不再进行功能改进,但仍会进行重要错误修复和技术升级以提供全面支持。

此外,人工智能专员(高级)服务模式也包含类似功能。有关详情,请参阅人工智能专员(高级)入门

即将移除的功能

由于人工智能专员功能增强,以下功能已不再与之相关,自 2025 年 3 月 25 日起将从所有客户中移除:

Zendesk 为何作出这项更改?

Zendesk 作出这些更改的目的是:

  • 精简我们的人工智能专员产品,提供清晰的成熟自动化路径,助力客户实现 80% 以上的自动化率。
  • 运用最近从 Ultimate 整合的最新生成式人工智能技术,提升人工智能专员的绩效,从而提高准确性和自动化率。
  • 提供更流畅的对话体验和更有背景的信息,能够处理寒暄,并且能够扫描知识库中的整篇文章,而不仅仅是前 75 个字。

我需要做些什么?

本次更改对您的影响以及您需要进行的操作取决于您是新的人工智能专员客户还是现有的人工智能专员客户。新老人工智能专员客户的定义如下:

  • 新人工智能专员客户是指在 2025 年 2 月 2 日之前没有任何测试版或发布版人工智能专员的客户(无论其 Zendesk 帐户何时创建)。
  • 现有人工智能专员客户是指在 2025 年 2 月 2 日之前拥有测试版或发布版人工智能专员的客户。

对于新的人工智能专员客户

从 2025 年 2 月 3 日开始推行到 2025 年 2 月 7 日,您将自动获得人工智能专员 - Essential 服务模式。如要开始使用,您可以:

对于现有的人工智能专员客户

2025 年 2 月 3 日,您仍然可以像以前一样访问人工智能专员功能。您目前无需进行任何操作。

当然,在 2025 年 3 月 25 日,您将可以访问上述增强功能。您可以查阅该部分链接的各种资源,微调人工智能专员体验,并最大程度发挥自动化潜力。

此外,2025 年 3 月 25 日上述功能将被移除。您无需进行任何操作,因为增强的生成式功能将取代您对这些功能的需求。

注意:Zendesk 还将通过电邮通知您的帐户所有者和管理员,其中包含这些更改的更多详情。

反馈或问题?

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年2月10日 编辑 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Many thanks for your suggestion on this point Tanya! We'll consider this product improvement in a future release.

查看评论 · 已于 2024年11月01日 发布 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

社区评论 Developer - Zendesk SDKs

Hi Langston,

Full screen videos from YouTube isn't a feature that we support today on the Support SDK, sorry. You may be able to find a way to do this with customer code as you mentioned.

I haven't tested this, but allowfullscreen is a legacy attribute according to Mozilla, so you could try the allow allow="fullscreen" as stated in their docs. 

Good luck!

查看评论 · 已于 2024年3月26日 发布 · Mick O'Donnell

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Mick O'Donnell 创建了一个帖子,

帖子 Developer - Zendesk SDKs

What does it mean to use Zendesk Web Widget or Web Messenger in Mobile Apps

Our Zendesk Web Widget and Sunshine Conversation Web Messenger are designed to be implemented on your websites or embedded inside your help center. However, we understand that customers have the need for more complex integrations such as using a web-based widget or SDK within a mobile app. The aim of this article is to provide you with guidance, best practices, and to outline our recommended approach to using Zendesk widgets and SDK across your range of platforms.

Breakdown of different in integration types

Recommended integration paths

The Zendesk widgets and SDKs are built with the highest level of reliability and optimal end user experience in mind. We follow specific testing protocols to ensure that this is always the case, and your customers have not disconnected from your business - especially important for best in class customer service. As such, the following are our recommended integration paths to use our widgets and SDK across your web, mobile and gaming platforms: 

Your business website and/or help center: We recommend using the Zendesk Web Widget. The Zendesk Web Widget is optimized for embedding on your website or inside your Help Center. This offers the best in class experience for your end users. For some customers, you may require features that are supported on the Sunshine Conversations Web Messenger (currently in maintenance mode), and not yet supported on the Zendesk Web Widget. More info here.

Your business' Mobile Apps  for Android and iOS: We recommend using the Zendesk Android and iOS SDKs. The Zendesk Android and iOS SDKs are developed using the latest native technologies made available by Android and iOS. For some customers, you may require features that are supported on the Sunshine Conversations SDK for Android and iOS (currently in maintenance mode), and not yet supported on the Zendesk SDK for Android and iOS. More info here.

A game that you have developed in Unity: We recommend using the Zendesk SDK for Unity. This SDK has been purposefully built to run well within a Unity game environment.

Social Channels (WhatsApp, Facebook Messenger, Apple Business Chat, etc.): It is not possible to use Zendesk widgets or SDKs on social channels.

By following these recommended integration paths, you'll be ensured of:

  • A high level of stability across your web, mobile and gaming platforms.
  • A high level of security compliance across your web, mobile and gaming platforms.
  • A high level of accessibility compliance across your web, mobile and gaming platforms.
  • Optimal end user experience of Zendesk messaging for your customers.

Running web-based clients on mobile apps

Some businesses have mobile apps built using web based technologies, most commonly the use for WebViews within their native mobile apps. While it's possible to use the Zendesk Web Widget or the Sunshine Conversation Web Messenger in this manner, it's important to be aware of certain limitations and challenges that this integration path presents:

Lack of notification support: Push notifications will not operate when using a web-based client on native mobile apps. Push notifications are an integral part of a conversational experience for mobile users. Notifications alert users to conversation updates, such as incoming messages. Lack of awareness of conversation events can potentially increase the amount of time that your customer service personnel are preoccupied with individual queries, lower overall customer service efficiency. 

Application lifecycle management: The performance of web-based clients running on mobile apps, from an application lifecycle management point of view, can be inconsistent due to the challenges presented with the back-grounding and fore-grounding of mobile applications. The Zendesk Web Widget and the Sunshine Conversation Web Messenger both use a number of different networking technologies in order to maintain active conversations seamlessly, including Web Socket (WS) connections. Web Socket connections are susceptible to disconnections when mobile apps are backgrounded, and as such, end users may experience strange behavior following app back-grounding.

Challenges to Zendesk support: This type of integration is not tested by Zendesk. As such, Zendesk cannot ensure the stability or optimal performance of running web-based clients on mobile apps. In addition to this, investigating customer integration issues requires specific reproduction steps and clear information provided about the environment of the Zendesk widget or SDKs. This makes it more complex to investigate certain issues when there is a mix of native mobile and web technologies in play.

A note on Progressive Web Apps (PWAs)

Progressive Web Apps are a specific type of mobile web application that can be bookmarked on the home screen and notification bubbles presented - closely aligning it with the behavior of the native mobile app. For integration with PWAs, similar advice and caution should be taken as when integrating Zendesk web-based clients on mobile devices. It should be noted that from iOS 17.4, Apple are removing home screen apps for users in the EU because bringing them into compliance with the Digital Markets Act (DMA).

Bring Your Own Channel

While these are the supported integration types available Zendesk, we offer another flexible option to allow you to build your own messaging platform. To learn more, please see this article on bringing your own channel.

In Summary

Whenever possible, Zendesk always recommends that customers use the client that is native to the platform on which you are integrating. I.e. Zendesk Web Widget on websites, Zendesk SDKs for Android and  iOS or Unity for Mobile apps, etc. If this is not possible, the web-based clients will operate on mobile platforms, however it is important to be aware of the limitations and challenges (listed above) of this type of integration.

已于 2024年3月01日 编辑 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

Hi Tatiana & Ethan,

Thats fair feedback. We are activately working to close this gap in the product so that users who are authenticated in Help Center are automatically authenticated in the Zendesk Web Widget as well. This should provide the help seamless authentication experience that you're looking for, and enable better personalization for the end user as you stated.

It's not possible to share an expected delivery date for this improvement at the moment, but we are targeting a 2024 delivery. Please continue to follow this thread for updates.

查看评论 · 已于 2024年1月25日 编辑 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

评论Web Widget documentation

Hi all,

I can confirm that we're currently to delivery for this update of displayed verified email address in Agent Workspace once the end user is authenticated by the end of this month (January).

查看评论 · 已于 2024年1月10日 发布 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

Hello everyone and thank you for your follow up on this post. Waiting on feature releases that get pushed out is understandably a frustrating experience.

This feature is still on our roadmap but due to internal changes we've had to prioritize other releases in 2023 which has moved this launch date of this feature to late 2024.

We are aware that there are opportunities for improvement in our communication around product releases and managing expectations. I understand how our recent updates about moving the timeline beyond the previously communicated might have caused frustration because we didn't reference our guidelines in this post. Roadmap timelines are always estimates and can change for various reasons. In this case, we had a prioritization change which caused us to adjust our workflows. Going forward we will be sure to be more clear about timeline estimations and provide updates when changes to the timeline come up so as to avoid confusion in the future.

I want to assure you that this is still on our roadmap and we will provide an update in this thread in the coming year when we have more information. For the time being, since our internal teams have the information we need to prioritize this feature, we are going to close this thread for comment. Please "follow" this post to be alerted of any future updates as we provide them. Others will still be able to up/down vote this post in case there is more interest in the meantime. Thank you again for sharing your feedback and for being valued customers of Zendesk.

查看评论 · 已于 2024年1月08日 发布 · Mick O'Donnell

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Mick O'Donnell 进行了评论,

评论Web Widget documentation

Hi Wathanyoo Khaisongkram,

Thanks for that information, that's helpful. I checked internally, and we're currently targeting January for this update of displayed verified email address in Agent Workspace once the end user is authenticated.

查看评论 · 已于 2023年12月05日 发布 · Mick O'Donnell

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社区评论 Feedback - Chat and Messaging (Chat)

Hi Ashley,

Yes, you can use the Metadata APIs supported in the Zendesk Web Widget and Mobile SDKs to collect this type of referrer data, and sent it to Zendesk. As of today, if you wish to use this data for conversation conditionality in the bot flow, you would have to retrieve that data's value from the Conversation object using an API step in the conversation flow to query the the Sunshine Conversation REST API. We'll be making this part of the process simpler in the future, but this is required today.

查看评论 · 已于 2023年12月04日 发布 · Mick O'Donnell

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