Question

Can I train the Copilot AI model for intent with feedback or other methods?

Answer

You can't train the Copilot intent model directly, but you have some control. When you update the description for an intent, you give the model more context and help improve its predictions for new tickets from that point forward. These updates only affect future tickets, not existing ones.

If the model predicts the wrong intent, your agents can update the intent field. Use reports to compare the original and updated intents. This helps track trends and surface issues. Only Zendesk can change or retrain the core model.