Generative search provides you with generated answers to search queries that you enter in the knowledge section of the context panel.
Generative search for Agent Workspace functionality
By default, generative search is not enabled in your account. When your account is enrolled in the EAP, you must enable it in the context panel settings. See Activating generative search for Agent Workspace.
Generative search starts from the question that you enter in the search box of Knowledge. We send the top matching articles, posts, or external content (if federated search is configured) to OpenAI to generate an answer. Generated answers are posted in the context panel, alongside functions that allow you to copy the answer into conversations with your customer, and to rate the response. You can also open the original source of the answer to read more on the topic. See Generative search for Agent Workspace to learn more about the functionality.
EAP limitations
Generative answers are based on your help center articles, external content, and community posts. The outcome will depend on the quality of your knowledge bases.
Depending on the format and structure of the search query, you may not see a generated answer for every search. For the best results, avoid one-word search queries, and instead, structure your search query as a phrase, sentence, or question. Additionally, if there are no articles, posts, or external content that matches the search, an answer will not be generated.
Generative search for Agent Workspace EAP is currently limited to English language searches. However, additional languages may be added in the future.
Generated answers appear in plain text, without the formatting of the original content. To change the format or style, you can edit the content in the composer. You can also apply other AI features from the composer before you send the generated answer to your customers.
How do I provide feedback?
You can provide in-product feedback about a particular generated answer by upvoting or downvoting the answer. We also invite you to share feedback related to functionality or bug reports within the community topic Zendesk EAP - Generative Search for Agent Workspace.
This is an EAP feature and therefore there might be some bugs. When you describe a bug, please provide steps to replicate the problem you are experiencing. Doing so will help us to identify and resolve the issue.
How do I sign up?
You can sign up for the EAP via this form. You must have Agent Workspace activated and Zendesk Knowledge Base to have access to the feature.
