Advanced bots offer an enhanced bot experience for messaging and email as part of theAdvanced AI add-on. These bots are powered by AI and come pre-trained to understand the top customer issues specific to your industry.
When you purchase the add-on, you gain access to:
- Advanced autoreplies, which allow you to customize automated responses to customer email and web form submissions, based on AI predictions about intent, language and sentiment.
- Pre-trained conversation bots, which automatically suggest training phrases for your bot answers.
This article includes the following topics:
For information on getting the Advanced AI add-on, and more about the additional AI features included in the package, seeIntroduction to Zendesk Advanced AI.
Advanced bots and the Advanced AI add-on are currently available to Retail, Financial Services, and Software industries with plans to expand to other industries later this year.
Understanding advanced autoreplies
Autoreplies are built using triggers to allow the bot to send automatic responses to customer support requests. Standard autoreplies are built using the自动回复文章
trigger action to suggest articles from your Guide help center when a customer reaches out over email or web form. Advanced autoreplies are built using theAutoreply
trigger action, which works withintelligent triageto create custom responses to customer requests via email based on AI predictions about intent, language, and sentiment.
Before you can use advanced autoreplies, you'll need to set up intelligent triage. SeeTurning on and configuring intelligent triagefor more information.
Once that's completed, you can start creating advanced autoreplies. SeeConfiguring an advanced autoreplyfor more information.
Understanding pre-trained conversation bots
Intents are alternative expressions of the issues addressed inanswers, which define a conversation bot’s behavior. Standard intents, also called training phrases, are added manually to each answer by admins. With the Advanced AI add-on, you have access topre-trained intents, a set of industry specific topics developed by Zendesk, which are suggested when creating or editing an answer and can be applied with just a few clicks.
Each pre-trained intent can only be associated with one answer. You can add up to three pre-trained intents to each answer.
SeeUsing pre-trained intents in answersfor more information and configuration instructions.
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Hi,児玉利彦.
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