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Welcome to the AI discussion topic

  • January 2, 2024
  • 2 replies
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Brett13

Hello fellow community members and AI enthusiasts!

Welcome to our new discussion topic on Artificial Intelligence. We're excited to launch this space so that we can all connect around this topic that is increasingly shaping our world of customer service. 

AI is beginning to play  a major role in streamlining customer support workflows, reducing time-consuming tasks, personalizing the customer experience, and above all, boosting agent efficiency. From chatbots that offer 24/7 assistance to predictive analytics that anticipate customer needs, the opportunities AI provides to improve the customer service realm are too valuable to ignore.

Learning about how to use AI is going to be important for everyone who works in customer service, support, and the customer experience space. So we want to help you get ahead by creating a space where you can ask questions, brainstorm, and learn from one another. Here are examples of the kinds of questions you’re encouraged to ask in this discussion topic:

  1. How has AI improved your engagement with customers?
  1. Have you used AI chatbots in handling customer questions? How was your or your customers' experience?
  2. In what ways has AI helped reduce response times and improve efficiency in your customer support team?
  1. Have you been using AI for goal-setting or performance tracking? What are your thoughts?

As we dive deeper into this topic, remember, the purpose of this discussion is not only to understand the benefits that AI can provide in customer service, but also to learn from each other's experiences and best practices. Let’s take the time to learn from each other!

We encourage every member, whether you're just starting your AI journey or you're an experienced user, to share your thoughts, experiences, questions, and insights. Your engagement will benefit us all and can shape how we further leverage AI in our efforts to improve the customer experience.

Looking forward to a great discussion! 

      2 replies

      E
      • Eric80
      • June 3, 2025

      Hi there, 

       

      I have a question about using AI with Zendesk. I am managing a support team using Zendesk and I would like to leverage an AI agent to standardize application of the category attribute. Having AI perform this task should (in theory) standardize how the attribute is decided thus removing subjectivity and therefore increasing the accuracy and value of that data. I've watched the ZD demos, read a lot about the AI agents you all have created, but everything is geared towards the actual case response, nothing about processing the case. Can any of your existing AI agents perform the task I am describing? If not, is it on the roadmap? 

        Brandon12
        • Brandon12
        • June 5, 2025

        Hi @eric80,

         

        The functionality you're discussing is actually part of the “(Human) Agent Copilot," what was until recently branded as the Advanced AI Add-On.  This is an optional upgrade that gives you the ability to influence and enhance the ticket experience after the AI Agent and self-service options have failed, resulting in an escalation to the human-in-the-loop. 

         

        Once a ticket is created, you can leverage the ‘copilot’ to instantly detect things like sentiment, language and intent, as well as customize your copilot to identify things like custom categories or product SKUs (see: entity detection).  This upgrade also comes with what I call the ‘magic pen,’ allowing agents to tone-shift and rewrite their public replies leveraging generative AI, among other features.

         

        Out of the box, the AI Agent (Essential Tier) can help with self-service and routing to a Human Agent.  At the heart of your question, however, is the issue of categorization.  We find many customers ‘standardized’ the human response with a custom drop-down field, visible to Agents only, that is required on ticket solve.  As long as you're on Suite Pro or higher, you'll have access to custom reporting that would allow you to track this manual input over time.  

         

        Hope this helps!

         

        Brandon

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