Analyzing intelligent triage classifications

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can use these classifications to route tickets to the right groups automatically, create views to group similar types of requests, and report on trends in the types of tickets your customers are submitting.</p>
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<p id="docs-ai-summary-content">Use intelligent triage classifications to understand ticket topics, sentiment, and language, then improve routing, views, reporting, and agent workflows. Review trends after about two weeks, focus on high-confidence results, and adjust triggers, training, self-service content, or ticket forms to improve CSAT, first reply time, and support for multilingual tickets.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses AI to automatically
classify new customer support tickets by topic, sentiment, and language, and enriches
tickets with entities, such as product names. You can use these classifications to route
tickets to the right groups automatically, create views to group similar types of
requests, and report on trends in the types of tickets your customers are
submitting.</p>
<p class="p">Because intelligent triage can affect different areas of your ticket workflows, you might
not know exactly where to start at first. This article discusses some best practices for
gathering, analyzing, and acting on intelligent triage information.</p>
<p class="p">For more information about intelligent triage, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4471123173402" target="_blank">Intelligent triage resources</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_automated_triage_best_practices__ul_p2k_fxp_rvb">
<li class="li"><a class="xref" href="#topic_vdx_fxp_rvb">Gathering intelligent triage data</a></li>
<li class="li"><a class="xref" href="#topic_mth_3xp_rvb">Analyzing and fine-tuning the results</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_automated_triage_best_practices__ul_vsq_k3x_mzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6353620565530" target="_blank">Using intelligent triage to identify and act on
ticket escalations</a></li>
</ul>
<div class="p">
<div class="note note" id="zug_automated_triage_best_practices__note_yq1_ynv_lbc">
<span class="notetitle">Note:</span> When creating reports in Explore, intelligent triage values
are available only in English. However, intelligent triage is capable of classifying
content in the languages listed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX" target="_blank">here</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vdx_fxp_rvb">
<h2 class="title topictitle2" id="ariaid-title2">Gathering intelligent triage data</h2>
<div class="body">
<p class="p">Intelligent triage can have a powerful effect on your agents' workflows, saving them
anywhere from 30 to 60 seconds per ticket by automatically identifying and routing a
ticket based on its topic, language, or sentiment. </p>
<p class="p">However, before you make any changes to your triage or routing workflows, it's
helpful to understand exactly how intelligent triage classifies the tickets in your
account. Getting to know the specific topic values and trends in your account will
help you decide which workflow changes will best improve the agent and customer
experience. </p>
<p class="p">In general, it's recommended to start with these four steps: </p>
<ol class="ol" id="topic_vdx_fxp_rvb__ol_o23_nff_svb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650#topic_nkh_cst_x5b" target="_blank">Understand how intelligent triage
works</a> from ticket submission to resolution. You should also
understand how the system <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_l5w_fr4_pgc" target="_blank">classifies topic, language, and sentiment
values on tickets</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb" target="_blank">Configure intelligent triage</a> to start
allowing tickets in your account to be classified with a topic, language,
sentiment, or all three.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934127855002" target="_blank">Use the prebuilt intelligent triage
dashboard</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550620559258" target="_blank">build custom reports</a> to analyze
intelligent triage classifications and see trends in your tickets. As you get
started, consider building separate reports for topic, language, and sentiment
to allow you to focus on one classification type at a time.</li>
<li class="li">Wait for approximately two weeks to allow for a sufficient sample size of
tickets to be classified by intelligent triage.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mth_3xp_rvb">
<h2 class="title topictitle2" id="ariaid-title3">Analyzing and fine-tuning the results</h2>
<div class="body">
<p class="p">After a couple of weeks, intelligent triage should have classified enough tickets for
you to be able to decide which actions to take. The following sections present some
additional points to consider as you perform this analysis.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ysk_krf_svb">
<h3 class="title topictitle3" id="ariaid-title4">Identify trends in the classified topics, languages, and sentiments</h3>
<div class="body">
<p class="p">First, take a look at the reports you built above and review the High and Medium
confidence tickets. Look for trends, and decide whether you want to take action
to improve them.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ysk_krf_svb__simpletable_tfc_rrf_svb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e161" style="vertical-align:bottom;text-align:left;">Trend</th>
<th class="stentry" id="d52e164" style="vertical-align:bottom;text-align:left;">Actions to consider</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e161" style="vertical-align:top;">What are the most prevalent topics and languages?</td>
<td class="stentry" headers="d52e164" style="vertical-align:top;">
<ul class="ul" id="topic_ysk_krf_svb__ul_lrp_vrf_svb">
<li class="li">Make sure your agents are trained to handle the most common
types of requests. </li>
<li class="li">Create knowledge base articles and other self-serve
resources to deal with simple requests (like password
resets), and automate responses to these types of tickets
using macros.</li>
<li class="li">Make sure you have agents who speak the same languages as
your customers.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e161" style="vertical-align:top;">Are there any topics that would make sense for you to group
together?</td>
<td class="stentry" headers="d52e164" style="vertical-align:top;">
<ul class="ul" id="topic_ysk_krf_svb__ul_u45_hsf_svb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4662504732954#topic_hfh_cz3_5tb" target="_blank">Create views that group
similar topics together</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">route them to the agents
who are best suited</a> to deal with them.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e161" style="vertical-align:top;">Are the classified topics and languages consistent with the
initial message on each ticket?</td>
<td class="stentry" headers="d52e164" style="vertical-align:top;">
<ul class="ul" id="topic_ysk_krf_svb__ul_e42_jsf_svb">
<li class="li">If not, <a class="xref" href="https://support.zendesk.com/hc/en-us/community/posts/4409898234138" target="_blank">give feedback to
Zendesk</a> so the classification model can be
improved.</li>
<li class="li">You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550629802650" target="_blank">report on tickets where
the topic was manually changed by an agent</a>,
signaling that the initial classification didn't hit the
mark.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e161" style="vertical-align:top;">What trends are there in customer sentiment? Are
negative-sentiment tickets especially prevalent for a specific
product or category?</td>
<td class="stentry" headers="d52e164" style="vertical-align:top;">
<ul class="ul" id="topic_ysk_krf_svb__ul_gnf_w2h_hwb">
<li class="li" dir="ltr">
<p class="p" dir="ltr">If you receive many negative-sentiment tickets,
it might be worth giving agents additional training on
diffusing tough situations.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">If a specific product or category receives many
negative-sentiment tickets, investigate whether there
are improvements to the product that need to be
made.</p>
</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_f4w_l4d_svb">
<h3 class="title topictitle3" id="ariaid-title5">Decide which metrics you want to improve</h3>
<div class="body">
<p class="p">Next, decide which metrics matter the most to your team. Do you want to raise
CSAT ratings, meet SLAs more consistently, improve first response time, reduce
group assignments, or something else? </p>
<p class="p">Start by targeting one or two metrics, or perhaps a subset of topics, and
consider how workflow changes can improve the overall experience. Target those
areas first to get the maximum impact from intelligent triage.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_f4w_l4d_svb__simpletable_fml_qtf_svb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e284" style="vertical-align:bottom;text-align:left;">Trend</th>
<th class="stentry" id="d52e287" style="vertical-align:bottom;text-align:left;">Action to consider</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e284" style="vertical-align:top;">Low first reply times on urgent issues</td>
<td class="stentry" headers="d52e287" style="vertical-align:top;">
<ul class="ul" id="topic_f4w_l4d_svb__ul_uqh_xtf_svb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">Create a trigger</a>
that raises the priority for tickets with certain topics so
that agents get to the ticket faster.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e284" style="vertical-align:top;">CSAT is low for tickets in a particular language</td>
<td class="stentry" headers="d52e287" style="vertical-align:top;">
<ul class="ul" id="topic_f4w_l4d_svb__ul_ybs_xtf_svb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">Route tickets</a> of a
particular language directly to the agents who are fluent in
that language.</li>
</ul>
</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e284" style="vertical-align:top;">Tickets about a certain topic always require more information
from an agent before they can be solved</td>
<td class="stentry" headers="d52e287" style="vertical-align:top;">
<ul class="ul" id="topic_f4w_l4d_svb__ul_n35_g5f_svb">
<li class="li">Exclude these tickets from the normal “Ticket is created”
trigger and instead <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">create a trigger</a>
that sends the customer a message which prompts them to
provide the needed information.</li>
<li class="li">Consider <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858#topic_h4l_mkp_knb" target="_blank">updating your ticket
forms</a> to collect the required information as part
of the original ticket.</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_hrh_44d_svb">
<h3 class="title topictitle3" id="ariaid-title6">Design, implement, and report in an iterative process</h3>
<div class="body">
<p class="p">Regardless of the changes you decide to make, remember that this is an iterative
process. You will identify trends, make changes accordingly, track the success
of those changes, and repeat. </p>
<p class="p">Here are some questions to consider as you design, implement, and report on your
workflow changes: </p>
<ul class="ul" id="topic_hrh_44d_svb__ul_kh3_yvf_svb">
<li class="li">What is the highest level of confidence needed for the workflow to be
effective? For example, is it acceptable to send <em class="ph i">all</em> tickets with a
certain topic to a designated group and ask that they manually reroute if
the topic was wrong, or should only tickets with a High confidence level be
routed to that group? </li>
<li class="li">Should the workflow apply a tag or update some other ticket attribute to
allow for easier reporting in the future?</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_b2z_q4d_svb">
<h3 class="title topictitle3" id="ariaid-title7">Establish two-way communication with your agents</h3>
<div class="body">
<p class="p">Inform your agents of any changes you make so that they’re equipped to provide
feedback on them, both good and bad. </p>
<p class="p">For example, consider <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">setting up a macro</a> to tag tickets
where the agent has feedback, and include an internal note where they can record
their feedback about the workflow. </p>
<p class="p">Ask your agents about particular pain points they have with tickets. If there is
a particular group of topics where they see complications, brainstorm ways to
adapt your workflows to improve the agent and customer experience.</p>
</div>
</div>
</div>
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