Reviewing and publishing AI-generated procedures for auto assist

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<p id="docs-hc-snippet" style="display: none;">Procedures are the sets of written steps thatauto assistfollows to suggest replies, actions, macros, or direct instructions to agents in a ticket. You canwrite your own proceduresor review, edit, and publish the AI-generated procedures that are automatically generated for you.</p>
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<p id="docs-ai-summary-content">AI-generated procedure drafts help you set up auto assist by turning common ticket topics, solved tickets, and knowledge content into step-by-step procedures, actions, macros, or agent instructions. You can review, edit, and publish them before use, check sources, and track acceptance rate to improve agent productivity and reduce manual setup.</p>
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<p class="p">Procedures are the sets of written steps that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">auto assist</a> follows to suggest replies, actions, macros, or
direct instructions to agents in a ticket. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">write your own procedures</a> or review, edit, and publish the
AI-generated procedures that are automatically generated for you.</p>
<p class="p">Procedure drafts are grounded in your most common customer support questions, relevant
solved tickets, and existing knowledge article content. Because these drafts are
optimized for auto assist, you can be confident your procedures are effective, which can
lead to a higher acceptance rate and ultimately boost agent productivity with auto
assist. Additionally, they can reduce the effort of writing procedures from scratch and
help you set up auto assist more efficiently.</p>
<p class="p">By default, AI-generated procedure drafts are automatically generated if you're using
auto assist. If you just purchased the Copilot-add on, then procedure drafts are
automatically generated for your account within 24 hours. </p>
<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10148571264666" target="_blank">turn off AI-generated procedures in Admin
Center</a> if needed.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_ai_auto_assist_procedures__ul_uxn_fbc_xhc">
<li class="li"><a class="xref" href="#topic_efr_gbc_xhc">Understanding AI-generated procedure drafts</a></li>
<li class="li"><a class="xref" href="#topic_lm5_hbc_xhc">Reviewing, editing, and publishing an AI-generated procedure</a></li>
<li class="li"><a class="xref" href="#topic_ryh_jbc_xhc">Best practices for AI-generated procedures</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_auto_assist_procedures__ul_gns_p44_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890" target="_blank">Viewing and managing procedures for auto
assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010" target="_blank">Optimizing workflows, tasks, and routing with AI
recommendations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_efr_gbc_xhc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding AI-generated procedure drafts</h2>
<div class="body">
<p class="p">Each week, AI analyzes your ticket and account data and may automatically generate up
to three procedure drafts per brand. When new procedure drafts are available for you
to review and publish, you'll see a procedure recommendation on both the Auto assist
and Recommendations pages in Admin Center. You can navigate to the procedure drafts
from the recommendation or access the drafts directly in Knowledge admin.</p>
<p class="p">You'll receive procedure recommendations with AI-generated procedure drafts if you're
using auto assist. Procedure drafts are generated only as needed, so you may not see
a new recommendation each week. While AI-generated procedure drafts can't be created
on demand, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_vs3_j44_xcc" target="_blank">manually write your own procedures</a> as
needed.</p>
<div class="note">
<span class="notetitle">Note:</span> Your account has a limit of 20 unreviewed procedure drafts. If you reach this
limit, no new drafts are generated until you publish, edit, or delete existing
unreviewed drafts. </div>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="" class="iframe" controls="controls" height="360" src="https://www.youtube.com/embed/KaCbXwS16xk" width="640"></iframe></div>"Procedure recommendations and AI-generated procedure drafts (3:01)"
<div class="p">Procedure drafts are automatically generated based on the following sources:<ul class="ul" id="topic_efr_gbc_xhc__ul_jc1_djc_xhc">
<li class="li">(If intelligent triage is turned on) Your top ticket topics. </li>
<li class="li">(If intelligent triage is turned off) The most common customer support
issues detected in your tickets</li>
<li class="li">Relevant solved tickets from the last 90 days</li>
<li class="li">Existing knowledge articles</li>
</ul>
</div>
<p class="p">You can view which sources were used to generate the procedure in the procedure
editor.</p>
<div class="p">AI-generated procedure drafts are created in your account's locale and include
step-by-step guidance for auto assist. When relevant, procedure drafts may also
include:<ul class="ul" id="topic_efr_gbc_xhc__ul_iy2_5kc_xhc">
<li class="li">Actions and action flows</li>
<li class="li">Instructions for agents</li>
<li class="li">Macros</li>
</ul>
</div>
<p class="p">AI-generated procedure drafts must be published by you before they're available for
use by auto assist. You can also make any edits to a procedure draft before
publishing.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lm5_hbc_xhc">
<h2 class="title topictitle2" id="ariaid-title3">Reviewing, editing, and publishing an AI-generated procedure</h2>
<div class="body">
<p class="p">You can review and edit a procedure draft before publishing.</p>
<div class="p">
<strong class="ph b">To review, edit, and publish an AI-generated procedure</strong><ol class="ol" id="topic_lm5_hbc_xhc__ol_um1_bfj_xhc">
<li class="li">Access your AI-generated procedure drafts from a procedure recommendation in
Admin Center or from the Procedures page in Knowledge admin: <div class="div accordion">
<p class="p"><strong class="ph b">To open an AI-generated procedure draft from Admin Center</strong></p>
</div>
<div class="div panel">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lm5_hbc_xhc__image_r4r_vg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Auto assist</strong>.</span><p class="p">You can also open a procedure recommendation from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_fj4_s4f_p2c" target="_blank">Recommendations
page</a>.</p>
Click the procedure recommendation.<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_t3v_jhd_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendations_procedures_auto_gen.png" width="600"></p>
<p class="p">A procedure recommendation can contain up to three
procedure drafts per brand.</p>
Click a procedure draft name to open
the draft in Knowledge admin.<p class="p">Alternatively, click <strong class="ph b">Review
procedures</strong> to open your list of procedures in Knowledge
admin.</p>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">To open an AI-generated procedure draft from Knowledge
admin</strong></p>
</div>
<div class="div panel">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Content</strong> (<img class="image" id="topic_lm5_hbc_xhc__image_qyd_xrx_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select
<strong class="ph b">Procedures</strong>.</span><p class="p">In your list of procedures, your procedure drafts display the
status "AI generated".</p>
<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_t4s_yhd_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedures_knowledge.png" width="600"></p>
Click the name of
the procedure draft you want to review to open it.</div>
</li>
<li class="li">In the procedure editor, edit the procedure as needed.<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_xj1_vnp_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedure_editor.png" width="600"></p>
</li>
<li class="li">To view the sources used to generate the procedures, click the gear icon
(<img class="image" id="topic_lm5_hbc_xhc__image_qml_k4p_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png">).<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_jcl_44p_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_gen_procedures_sources.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Publish</strong>.<p class="p">The procedure is now available for use by auto
assist.</p>
</li>
<li class="li">Return to the procedure recommendation on either the Auto assist or
Recommendations page in Admin Center.</li>
<li class="li">Open the <strong class="ph b">Actions</strong> menu at the bottom of the recommendation and select
<strong class="ph b">Mark as done</strong>.<p class="p">The procedure recommendation is added to your
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_zbz_pm2_fhc" target="_blank">recommendations
archive</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ryh_jbc_xhc">
<h2 class="title topictitle2" id="ariaid-title4">Best practices for AI-generated procedures</h2>
<div class="body">
<p class="p">To gradually improve auto assist and focus your efforts where it matters most, it's
recommended to follow these best practices:</p>
<ol class="ol" id="topic_ryh_jbc_xhc__ol_zps_gmc_xhc">
<li class="li">Check for procedure recommendations weekly.</li>
<li class="li">Review and make any edits to an AI-generated procedure as needed.</li>
<li class="li">Publish the procedure so that it's available to auto assist.</li>
<li class="li">Make sure that tickets that match the topic or customer support issue related to
the procedure are tagged with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_wx3_rww_xcc" target="_blank">auto assist tag</a> so that auto assist
can generate suggestions for these tickets.</li>
<li class="li">Monitor the performance (acceptance rate) of the published procedure from the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_v3q_wyb_qgc" target="_blank">Procedures page in Knowledge admin</a> or
from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308442693786" target="_blank">Copilot: Agent productivity
dashboard</a>.</li>
<li class="li">Iterate on the procedure until it meets your expectations.</li>
<li class="li">Continue to review and publish new AI-generated procedures as they become
available.</li>
</ol>
</div>
</div>
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