Improving topic quality with personalized recommendations

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageleverages AI to automatically classify incoming tickets by topic, language, and sentiment. The Zendesk Topic Model includes pre-trained topics across several industries, providing relevant topics and use cases tailored to your account's ticket data. If your account doesn't yet have ticket data, you'll see a standard set of topics designed to support common use cases across industries.</p>
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<p id="docs-ai-summary-content">Use personalized topic recommendations to improve intelligent triage topic quality. You can review new topic suggestions based on your ticket data, accept topics that help classify incoming requests, and resolve duplicate or overlapping topics to reduce confusion. You stay in control by accepting or declining recommendations, and you can monitor topic health with counters for automated tickets, new suggestions, and conflicts.</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"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> leverages AI to automatically classify
incoming tickets by topic, language, and sentiment. The Zendesk Topic Model includes
pre-trained topics across several industries, providing relevant topics and use cases
tailored to your account's ticket data. If your account doesn't yet have ticket data,
you'll see a standard set of topics designed to support common use cases across
industries.</p>
<p class="p">Intelligent triage makes proactive recommendations to help you monitor the quality of
your topics. When gaps are identified in your topic coverage, you'll see recommendations
for new topics. Additionally, whenever you create, modify, or deactivate a topic,
intelligent triage analyzes your account and identifies any duplicate or overlapping
topics. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="automated_triage_custom_intents__ul_bs1_h1y_c2c">
<li class="li"><a class="xref" href="#topic_zyc_c1y_c2c">About topic recommendations</a></li>
<li class="li"><a class="xref" href="#topic_hq4_zfj_zfc">Reviewing topic recommendations</a></li>
<li class="li"><a class="xref" href="#topic_kwc_gtn_yhc">Resolving topic conflicts</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="automated_triage_custom_intents__ul_i5c_1by_c2c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">Accessing and viewing intelligent triage
topics</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zyc_c1y_c2c">
<h2 class="title topictitle2" id="ariaid-title2">About topic recommendations</h2>
<div class="body">
<p class="p">A topic is how intelligent triage classifies what a ticket is about. For example, if
a customer submits a ticket saying that the item they ordered arrived damaged, then
intelligent triage may automatically classify the ticket with a topic of <em class="ph i">damaged
on arrival</em>.</p>
<p class="p">When you activate intelligent triage, your account includes a prebuilt list of
default topics based on your ticket data. If your account doesn't yet have ticket
data, you'll see a standard set of topics designed to support common use cases
across industries.</p>
<div class="p">To improve and monitor the overall quality of your topics, intelligent triage makes
two types of proactive recommendations:<ul class="ul" id="topic_zyc_c1y_c2c__ul_hmf_g5t_yhc">
<li class="li">
<p class="p"><strong class="ph b">Create new topic</strong>: Intelligent triage identifies gaps in your topic
coverage and makes data-driven recommendations every week for new,
relevant topics that are tailored to your account’s ticket data. You can
review and accept topic recommendations to further fine tune your
setup.</p>
<p class="p">When you accept a topic recommendation, it's immediately added to your
list of topics and starts detecting the topic of incoming customer
requests. Topics aren't intended to identify details of the ticket, such
as specific product or service names, branch locations, subscription
types, or similar details. Instead, see the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">entity classification</a> feature
to identify business-critical information in your incoming requests
automatically. </p>
<p class="p">If you want to create your own custom topics, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">Personalizing intelligent triage by
creating custom topics</a>.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Resolve topic conflict</strong>: Intelligent triage analyzes your account
whenever you create, modify, or deactivate a topic. If an overlapping or
duplicate topic is identified, a recommendation is made to resolve the
conflict.</p>
<p class="p">A topic is considered to be <em class="ph i">overlapping</em> when it contains
expressions that are similar to other topics. Recommendations for an
overlapping topic contain suggested content changes that can help
differentiate the topics during ticket classification. </p>
<p class="p">A topic is considered a <em class="ph i">duplicate</em> when it fully overlaps with
other topics, causing the system to treat them as identical. When you
have a recommendation to review a duplicate topic, you can resolve the
conflict by reviewing both topics and deactivating the unnecessary
duplicate. Removing duplicate topics helps prevent confusion during
ticket classification.</p>
<p class="p">For some duplicate topics, you may want to consider <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194#topic_qv4_xkt_zbc" target="_blank">creating an entity</a> after
deactivating a topic. For example, say you have the following two topics
that are considered duplicates: </p>
<ul class="ul" id="topic_zyc_c1y_c2c__ul_pgt_t51_zhc">
<li class="li">Missing deposit</li>
<li class="li">Missing deposit in Acme Bank</li>
</ul>
<p class="p">In this case, you could deactivate the "Missing deposit in Acme Bank"
topic and then create an entity to extract the bank name from the
ticket. </p>
</li>
</ul>
</div>
<p class="p">You're always in control and must accept or decline a recommendation before any
action is taken. If you decline a recommendation and want to come back to it later,
you can filter your list of topic recommendations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610#topic_zwl_mlp_zfc" target="_blank">Filtering topic recommendations</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_jfs_bcw_djc">
<h3 class="title topictitle3" id="ariaid-title3">Monitoring topic quality at a glance</h3>
<div class="body">
<p class="p">The Topic page in Admin Center displays three counters that give you an
at-a-glance view of your topic health:</p>
<p class="p"><img class="image img-screenshot" id="topic_jfs_bcw_djc__image_qqp_jcw_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_dashboard_view.png" width="500"></p>
<ul class="ul" id="topic_jfs_bcw_djc__ul_jrb_2cw_djc">
<li class="li">
<strong class="ph b">Tickets automated with topics</strong>: The number of tickets that have been
automatically routed or actioned using topics. Click <strong class="ph b">View automation
recommendations</strong> to explore workflow automation <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010" target="_blank">recommendations</a>.</li>
<li class="li">
<strong class="ph b">New topic suggestions</strong>: The number of new topics recommended based on
your account's ticket data. Click <strong class="ph b">View all</strong> to review and accept or
decline suggestions. See <a class="xref" href="#topic_hq4_zfj_zfc">Reviewing topic recommendations</a> to
learn more.</li>
<li class="li">
<strong class="ph b">Conflicts</strong>: The number of duplicate or overlapping topics detected in
your account. Click <strong class="ph b">View all</strong> to review and resolve conflicts. See
<a class="xref" href="#topic_kwc_gtn_yhc">Resolving topic conflicts</a> to learn more.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_zqx_1hj_zfc">
<h3 class="title topictitle3" id="ariaid-title4">Understanding a topic recommendation</h3>
<div class="body">
<p class="p" dir="ltr">You can always review more details about a recommendation to help you
decide if you want to accept or decline it. A topic recommendation includes the
following details:</p>
<ul class="ul" id="topic_zqx_1hj_zfc__ul_frx_bhj_zfc">
<li class="li" dir="ltr">Name, description, and category.</li>
<li class="li" dir="ltr">Coverage, which is the percentage of tickets the topic would
affect (new topic) or currently affects (topic conflict).</li>
<li class="li" dir="ltr">The number of days used to calculate the recommendation. For
example, seven days.</li>
<li class="li" dir="ltr">The date the recommendation was created.</li>
<li class="li" dir="ltr">For new topics, a list of five ticket examples that fit into this
topic recommendation.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hq4_zfj_zfc">
<h2 class="title topictitle2" id="ariaid-title5">Reviewing topic recommendations</h2>
<div class="body">
<p class="p" dir="ltr">As an alternative to manually creating custom topics, you can review and
accept personalized topic recommendations to automate and simplify topic
maintenance. </p>
<div class="p" dir="ltr">You can find topic recommendations on the Topic page in Admin Center every
week when relevant recommendations are available. <div class="note">
<span class="notetitle">Note:</span> Intelligent triage starts
making topic recommendations one week after it’s been activated in your
account.</div>
</div>
<p class="p"><strong class="ph b">To review new topic recommendations</strong></p>
<ol class="ol" id="topic_hq4_zfj_zfc__ol_n5x_dgj_zfc">
<li class="li">
<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_hq4_zfj_zfc__image_thz_dh1_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">Intelligent triage &gt; Topic</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_mst_fgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_intent_list_new_columns.png" width="600"></p>
<p class="p">If you have new
recommendations, a banner displays above your topics list. </p>
</li>
<li class="li">Click the <strong class="ph b">Recommendations</strong> tab.</li>
<li class="li">Click a recommended topic’s <strong class="ph b">Name</strong>.<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_nwb_d1v_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_conflict_rec_list.png" width="600"></p>
<p class="p">The topic recommendation appears in the right-hand
panel.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_r44_jgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/intents_rec_add_new.png" width="200"></p>
<p class="p">See <a class="xref" href="#topic_zqx_1hj_zfc">Understanding a topic recommendation</a> to learn more.</p>
</li>
<li class="li">Review the topic and click one of the following:<ul class="ul" id="topic_hq4_zfj_zfc__ul_r1g_lgj_zfc">
<li class="li">
<strong class="ph b" id="topic_hq4_zfj_zfc__docs-internal-guid-256257d2-7fff-e58c-330e-dfe8aa2d69ee"><strong class="ph b">Add
topic</strong></strong><p class="p">If you accept the recommendation, it’s added to
your list of topics and immediately starts detecting the topic in
incoming requests.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_ztp_mgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_suggestion_accepted.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Decline</strong><p class="p">If you decline the recommendation, a dialog window
opens asking for your feedback.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_yfr_4gj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_suggestion_decline_feedback.png" width="300"></p>
<p class="p">Select a reason
and enter any additional comments and click <strong class="ph b">Submit
feedback</strong>.</p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_kwc_gtn_yhc">
<h2 class="title topictitle2" id="ariaid-title6">Resolving topic conflicts</h2>
<div class="body">
<p class="p">Intelligent triage identifies duplicate or overlapping topics in your account. To
help you fine-tune your topic coverage for your specific business needs, you can
review and resolve any detected topic conflicts.</p>
<p class="p"><strong class="ph b">To resolve topic conflicts</strong></p>
<ol class="ol" id="topic_kwc_gtn_yhc__ol_bc5_5tn_yhc">
<li class="li"><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_kwc_gtn_yhc__image_thz_dh1_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">Intelligent triage &gt; Topic</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Recommendations</strong> tab.</li>
<li class="li">Click the name of a recommendation to resolve a topic conflict.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_qvj_m5n_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_conflict_rec_list.png" width="600"></p>
<p class="p">The recommendation
opens on the right. You can view more information about why the
recommendation was made, including the names of potential topic duplicates
or topics with similar expressions.</p>
</li>
<li class="li">Take one of the following actions:<ol class="ol" id="topic_kwc_gtn_yhc__ol_m2v_3vn_yhc" type="a">
<li class="li">If the recommendation is for resolving a duplicate topic, click
<strong class="ph b">Review duplicates</strong>.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_flc_2wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_duplicate_intent_rec.png" width="200"></p>
<p class="p">Review the duplicated topics.</p>
<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_jgs_svn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_deactivate_duplicate_intent.png" width="400"></p>
<p class="p">Select a topic
to deactivate, then click <strong class="ph b">Deactivate selected</strong>. Confirm you
want to deactivate the topic.</p>
</li>
</ol>
<ol class="ol" id="topic_kwc_gtn_yhc__ol_rsp_tvn_yhc" type="a">
<li class="li">If the recommendation is for resolving an overlapping topic, click
<strong class="ph b">Review changes</strong>.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_tnc_1wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_overlapping_rec.png" width="200"></p>
<p class="p">Review the
suggested changes, then click <strong class="ph b">Save changes</strong> to apply the
suggestion.</p>
<img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_uhh_1wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_overlap_review.png" width="400">
</li>
</ol>
</li>
</ol>
</div>
</div>
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