Helps to configure a Zendesk agent to respond to requests for connected knowledge.
Same questions with different conditions
Visitors write in support of the exchange of goods, although the answers for damaged packaging and other models vary. Zendesk AI agents can be configured to respond based on the materials connected. Zendesk’s documentation shares levels of automation and explains how to get started with an agent who relies on a help center. Setting up is useful to lead on one set of topics for which there are already clear instructions.
Check whether the wording in the articles and the text of the agent. For exceptions, it makes sense to leave separate rules or transfer to an employee.
Try a question that is not in the certificate
In the help center’s training copy, add an article about replacing damaged packaging and a separate page about replacing the wrong color. In the test dialogue, do not give a reason. Check if the agent distinguishes between two situations and asks for information that changes the answer. Then ask about a rare case, such as an order from a closed store. The help does not contain such an answer, so the further path should remain clear.
Compare test dialogues before and after editing articles. When the clarification became easier, you can see which source had to rely on and where there was an extra assumption.
Automation accounting conditions
Zendesk describes the calculation of automated solutions for different levels. Before connecting the work channel, compare how the request is transmitted with how the organization considers the completed support. When viewing the results, keep a number of initial questions, especially where the user has changed the topic in the middle of the conversation.
Suitable tasks
- Check answers at the help center
- To test the transmission of a request to an employee
Strengths
- There are several levels of automation
- Zendesk describes the setting on the help materials
Limitations
- A trained help center is required
- Plans differ in accounting for automated decisions
Selection and conditions
- Free access
- Not confirmed
- Trial period
- Not confirmed
- No sign-up required
- Not confirmed
- Russian interface
- Not confirmed
- Local installation
- Not confirmed
- API
- Not confirmed
“Not confirmed” means there is not enough information. The feature may still be available; check the developer’s terms.
- Input formats
- Text, Document
- Result
- Text
Terms
Check the answers based on the current articles and the selected channel.From task to first result
Practical example
- Task
- Check answers at the help center
- What to prepare
- Authorized test article about the return of the order. The text indicates the deadline for ordinary purchases and a separate exception.
Task brief or prompt
Prepare a reference answer for your regular purchase. Then, in a test conversation, describe the case that is not in the reference and check the transmission of the request to the person.
Expected result
A draft answer from the instruction and an understandable continuation for the treatment that the employee requires.
How to check the result
- Find the rule and exception in the article.
- Make sure that the answer does not promise to return funds or change the order without authority.
An editorial teaching example of a task brief, not the result of hands-on testing of the service. Check that the required mode is available, that you have rights to the source material and that the intended use of the result is permitted.
Check details
Official sources
This description is based on the developer’s material. Features, prices and availability may change; check the primary source before use.
