Best practices for boosting agent productivity with AI features

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<p id="docs-hc-snippet" style="display: none;">Zendesk offers many generative AI features that help agents be more productive while still providing a high level of customer service. This article summarizes the available features and describes which types of teams and situations each feature is most useful for.</p>
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<p class="p">Zendesk offers many generative AI features that help agents be more productive while
still providing a high level of customer service. This article summarizes the available
features and describes which types of teams and situations each feature is most useful
for. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_ai_gen_ai_agents_best_practices__ul_fgy_wrp_41c">
<li class="li"><a class="xref" href="#topic_dfy_xrp_41c">Knowing when to use AI features to improve agent productivity</a></li>
<li class="li"><a class="xref" href="#topic_mxk_zrp_41c">Spreading the word about AI features to your team</a></li>
<li class="li"><a class="xref" href="#topic_d5x_bsp_41c">Updating programs and processes to include AI features</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dfy_xrp_41c">
<h2 class="title topictitle2" id="ariaid-title2">Knowing when to use AI features to improve agent productivity</h2>
<div class="body">
<p class="p">There are many ways your team can benefit from the AI-powered features that Zendesk
provides, including: </p>
<ul class="ul" id="topic_dfy_xrp_41c__ul_adt_ysp_41c">
<li class="li">
<a class="xref" href="#topic_rhf_ksp_41c">Getting up to speed with a ticket quickly (Summarize)</a>
</li>
<li class="li"><a class="xref" href="#topic_t5m_msp_41c">Writing high-quality ticket comments</a></li>
<li class="li"><a class="xref" href="#topic_vx1_qsp_41c">Solving issues based on similar tickets (Similar tickets)</a></li>
<li class="li"><a class="xref" href="#topic_gyy_qsp_41c">Responding to a ticket with a standard response (Suggested macros)</a></li>
<li class="li"><a class="xref" href="#topic_xz5_ssp_41c">Getting more context for a ticket at a glance</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_rhf_ksp_41c">
<h3 class="title topictitle3" id="ariaid-title3">Getting up to speed with a ticket quickly (Summarize)</h3>
<div class="body">
<p class="p">The summarize feature recaps all public comments that have been added to a ticket
so far, helping agents get up to speed and respond to customers more
quickly.</p>
<p class="p"><img class="image img-screenshot" id="topic_rhf_ksp_41c__image_ovs_rqq_41c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summary_enhance_5.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_ky3_wvc_3xb" target="_blank">Summarizing a ticket</a>. </p>
<p class="p"><strong class="ph b">Who this feature is most useful for</strong></p>
<ul class="ul" id="topic_rhf_ksp_41c__ul_h41_2tp_41c">
<li class="li">Agents who need to escalate and transfer tickets frequently <ul class="ul" id="topic_rhf_ksp_41c__ul_d3s_2tp_41c">
<li class="li">During a ticket transfer or escalation, the summarize feature can
help agents quickly identify the core issues of a ticket without
having to read through lengthy comments. </li>
</ul>
</li>
<li class="li">Teams who need to triage and prioritize a large number of tickets <ul class="ul" id="topic_rhf_ksp_41c__ul_a4q_2tp_41c">
<li class="li">Summarize can highlight important details to facilitate better
ticket prioritization based on urgency and severity, while ensuring
that critical issues are addressed first. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_t5m_msp_41c">
<h3 class="title topictitle3" id="ariaid-title4">Writing high-quality ticket comments</h3>
<div class="body">
<p class="p">The enhance writing tool features automatically improve the content of
agent-written comments in different ways.</p>
<p class="p"><img class="image img-screenshot" id="topic_t5m_msp_41c__image_ptv_qj5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writingtools_customprompt_enter.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Enhancing ticket comments with generative
AI</a>. </p>
<p class="p"><strong class="ph b">Who these features are most useful for</strong></p>
<ul class="ul" id="topic_t5m_msp_41c__ul_iz4_ktp_41c">
<li class="li">International support teams with non-native English speakers <ul class="ul" id="topic_t5m_msp_41c__ul_psx_ktp_41c">
<li class="li">With expand and tone shift, international support teams can ensure
that every interaction between the agents and the customers is
polished, professional, empathetic, and true to the brand’s voice. </li>
<li class="li">Agents can use custom prompt to proofread their work, helping them
avoid spelling and grammar mistakes in their responses.</li>
<li class="li">Through streamlined understanding of the tickets, the power to
convey detailed responses, and the flexibility to adapt
communication styles, these features foster a sense of autonomy and
assurance within the support team. Agents become confident in engaging customers with precision, empathy, and alignment
with the brand’s values, enhancing overall service quality and
customer satisfaction. </li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_t5m_msp_41c__ul_ecs_ktp_41c">
<li class="li">Agents dealing with difficult or sensitive customer interactions <ul class="ul" id="topic_t5m_msp_41c__ul_qrp_ltp_41c">
<li class="li">Tone shift allows agents to navigate the emotional landscape of the
interaction, setting the stage for a more personalized and
empathetic conversation. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vx1_qsp_41c">
<h3 class="title topictitle3" id="ariaid-title5">Solving issues based on similar tickets (Similar tickets)</h3>
<div class="body">
<p class="p">The similar tickets feature enables agents to see a list of similar tickets when
they’re working on a ticket. By seeing how similar issues were addressed in the
past, agents can solve new tickets more efficiently.</p>
<p class="p"></p>
<img class="image img-screenshot" id="topic_vx1_qsp_41c__image_gnd_zj5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_similar_ticket_hover_preview.png" width="600">
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">Viewing similar tickets</a>. </p>
<p class="p"><strong class="ph b">Who this feature is most useful for</strong></p>
<ul class="ul" id="topic_vx1_qsp_41c__ul_psj_4tp_41c">
<li class="li">Teams facing complex or unique issues that can’t be documented in a
customer-facing article <ul class="ul" id="topic_vx1_qsp_41c__ul_xgz_4tp_41c">
<li class="li">With the similar tickets feature, agents don’t have to start from
scratch with issues they haven’t encountered before. Instead, they
can follow proven troubleshooting steps or solutions, saving time
and ensuring consistency in solving the problem. </li>
</ul>
</li>
<li class="li">Teams who need efficient training and onboarding <ul class="ul" id="topic_vx1_qsp_41c__ul_ly2_ptp_41c">
<li class="li">Similar tickets help new hires find the information they need to
resolve an issue quickly and avoid the hassle of searching for
information across multiple platforms. </li>
</ul>
</li>
<li class="li">Teams who want to discover common patterns within a product or service <ul class="ul" id="topic_vx1_qsp_41c__ul_sf3_ptp_41c">
<li class="li">Similar tickets can help agents recognize patterns in recurring
issues and allow for quick reporting to product teams for systemic
resolution.</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_gyy_qsp_41c">
<h3 class="title topictitle3" id="ariaid-title6">Responding to a ticket with a standard response (Suggested macros)</h3>
<div class="body">
<p class="p">When you open the macros menu within a ticket, suggested macros appear at the top
of the list of macros. These suggestions are based on the content of the ticket
and help agents provide the requester with quick and efficient support. </p>
<div class="p">
<div class="note note" id="topic_gyy_qsp_41c__note_vl2_xtp_41c">
<span class="notetitle">Note:</span> Suggested macros appear only if your account
includes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722#topic_ktj_hlv_hrb" target="_blank">enough macro usage data</a>. </div>
</div>
<p class="p"><img class="image img-screenshot" id="topic_gyy_qsp_41c__image_hwz_mk5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_macros_confidence.png" width="400"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Applying suggested macros to
tickets</a>.</p>
<p class="p"><strong class="ph b">Who this feature is most useful for</strong></p>
<ul class="ul" id="topic_gyy_qsp_41c__ul_trz_15p_41c">
<li class="li">Teams with many macros <ul class="ul" id="topic_gyy_qsp_41c__ul_xdc_b5p_41c">
<li class="li">If the support team has created a large number of macros, agents can
quickly identify and apply the most suitable macro. </li>
</ul>
</li>
<li class="li">Teams who receive frequently asked questions <ul class="ul" id="topic_gyy_qsp_41c__ul_rwd_b5p_41c">
<li class="li">Agents can rapidly select and send the proper instructions or
information, increasing response times and reducing the cognitive
load of drafting similar replies. </li>
</ul>
</li>
<li class="li">Teams who need consistent handling of policies and procedures <ul class="ul" id="topic_gyy_qsp_41c__ul_kff_b5p_41c">
<li class="li">Suggested macros can instantly provide the agent with pre-approved
text that accurately reflects the company’s most up-to-date
policies, reducing the risk of miscommunication and policy
violations. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_xz5_ssp_41c">
<h3 class="title topictitle3" id="ariaid-title7">Getting more context for a ticket at a glance</h3>
<div class="body">
<p class="p">Intelligence is a section of the context panel within a ticket that shows agents
AI-powered insights, including: </p>
<ul class="ul" id="topic_xz5_ssp_41c__ul_isl_d5p_41c">
<li class="li">
<strong class="ph b">The ticket’s classified topic, language, and sentiment.</strong> This
information comes from intelligent triage and is intended to give agents
additional context about the ticket. </li>
<li class="li">
<strong class="ph b">The top three suggested macros.</strong> These suggestions are based on the
content of the ticket and help agents provide the requester with quick and
efficient support.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage classifications
and suggested macros</a>. </p>
<p class="p"><strong class="ph b">Who this feature is most useful for</strong></p>
<ul class="ul" id="topic_xz5_ssp_41c__ul_mwd_g5p_41c">
<li class="li">Teams who often work on complex tickets or have frequent handovers <ul class="ul" id="topic_xz5_ssp_41c__ul_xpt_g5p_41c">
<li class="li">Intelligence shows the customer’s reason for submitting the ticket
(the topic), which can streamline the resolution process. </li>
</ul>
</li>
<li class="li">Teams who need to address potential escalations <ul class="ul" id="topic_xz5_ssp_41c__ul_hxn_g5p_41c">
<li class="li">Customer sentiment detection allows agents to tailor their response
to suit the customer's emotional state, potentially defusing tension
and fostering a more positive interaction.</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_mxk_zrp_41c">
<h2 class="title topictitle2" id="ariaid-title8">Spreading the word about AI features to your team</h2>
<div class="body">
<p class="p">These tools are useful only if your agents know they have them and start using
them! When you activate these features, send an email to your team so they know
which tools are available to them. The section below gives you an example email
template.</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_lwm_1wp_41c">
<h3 class="title topictitle3" id="ariaid-title9">Example email template</h3>
<div class="body">
<p class="p"><strong class="ph b">Subject:</strong> Introducing New AI-Powered Features in Zendesk</p>
<p class="p">Hello team, </p>
<p class="p">I'm thrilled to announce that we have some new AI-powered features to help us
work more efficiently! To get you up to speed, I've included links to a few help
center articles that walk you through each new feature. </p>
<p class="p"><strong class="ph b">Feature 1:</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Summarize, expand, and tone shift</a></p>
<p class="p">The summarize feature is great for summarizing tickets during escalations or
transfers. Tone shift lets you make your responses either more friendly or more
formal. This is great for making sure your tone is appropriate when responding
to customers. </p>
<p class="p"><strong class="ph b">Feature 2:</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">Similar tickets</a></p>
<p class="p">Automatically see a list of resolved tickets that are similar to the ticket
you’re working on. This comes in handy when you want to see how your teammates
have handled similar requests in the past. </p>
<p class="p"><strong class="ph b">Feature 3:</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250#topic_mnh_lss_25b" target="_blank">Suggested macros for agents</a></p>
<p class="p">Quickly find relevant macros. AI-powered macro suggestions will recommend macros
that are relevant to the ticket you're working on. </p>
<p class="p"><strong class="ph b">Feature 4:</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage
classifications</a></p>
<p class="p">Check out helpful context, like the customer’s topic, sentiment, and language.
This can help you get some quick context before diving into the ticket. </p>
<p class="p">I encourage you all to take advantage of these new tools to make your daily
interactions smoother and more impactful. If you have any questions, don't
hesitate to reach out. </p>
<p class="p">Warm regards, </p>
<p class="p">[Your Name]</p>
<p class="p">[Your Position]</p>
<p class="p">[Contact Information] </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_d5x_bsp_41c">
<h2 class="title topictitle2" id="ariaid-title10">Updating programs and processes to include AI features</h2>
<div class="body">
<p class="p">Beyond emailing agents about these features, there are other ways that team leads and
administrators can drive awareness: </p>
<ul class="ul" id="topic_d5x_bsp_41c__ul_yny_h5p_41c">
<li class="li">Update the onboarding process for new agents to include education about these
tools. </li>
<li class="li">Provide agents with training sessions or documentation on how to use these
tools. </li>
<li class="li">Invite agents who have had positive experiences with these features to share
their success stories. </li>
<li class="li">If you have a QA process for agent interactions, encourage agents to use
features that can help improve issues flagged by the QA process. For example, if
an agent comment didn’t have enough empathy, encourage the use of tone shift.
Or, if a complex ticket handoff didn’t go smoothly, encourage the use of
summarize.</li>
</ul>
</div>
</div>
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