Improving intent quality with personalized recommendations


Intelligent triageleverages AI to automatically classify incoming tickets by intent, language, and sentiment. The Zendesk Intent Model includes pre-trained intents across several industries, providing relevant intents and use cases tailored to your account's ticket data.


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Summary: ◀▼
You can improve ticket classification by using AI-driven intent recommendations that identify gaps and suggest new intents based on your ticket data. The system also detects duplicate or overlapping intents, helping you resolve conflicts to maintain clear intent coverage. You control which recommendations to accept or decline, enabling you to fine-tune intent accuracy and automate ticket routing effectively.




Intelligent triage leverages AI to automatically classify
incoming tickets by intent, language, and sentiment. The Zendesk Intent Model includes
pre-trained intents across several industries, providing relevant intents and use cases
tailored to your account's ticket data.
Intelligent triage makes proactive recommendations to help you monitor the quality of
your intents. When gaps are identified in your intent coverage, you'll see
recommendations for new intents. Additionally, whenever you create, modify, or
deactivate an intent, intelligent triage analyzes your account and identifies any
duplicate or overlapping intents.
This article contains the following topics:

About intent recommendations
Reviewing intent recommendations
Resolving intent conflicts

Related articles:


Automatically detecting customer intent,
language, and sentiment

Accessing and viewing intelligent triage
intents



About intent recommendations

An intent is how intelligent triage classifies what a ticket is about. When you
activate intelligent triage, your account includes a prebuilt list of intents
specific to your industry.
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 an
intent of damaged on arrival.
To improve and monitor the overall quality of your intents, intelligent triage makes
two types of proactive recommendations:

Create new intent: Intelligent triage identifies gaps in your
intent coverage and makes data-driven recommendations every week for
new, relevant intents that are tailored to your account’s ticket data.
You can review and accept intent recommendations to further fine tune
your setup.
When you accept an intent recommendation, it's immediately added to your
list of intents and starts detecting the intent of incoming customer
requests. Intents 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 entity detection feature to
identify business-critical information in your incoming requests
automatically.
If you want to create your own custom intents, see Personalizing intelligent triage by
creating custom intents.


Resolve intent conflict: Intelligent triage analyzes your account
whenever you create, modify, or deactivate an intent. If an overlapping
or duplicate intent is identified, a recommendation is made to resolve
the conflict.
An intent is considered to be overlapping when it contains
expressions that are similar to other intents. Recommendations for an
overlapping intent contain suggested content changes that can help
differentiate the intents during ticket classification.
An intent is considered a duplicate when it fully overlaps with
other intents, causing the system to treat them as identical. When you
have a recommendation to review a duplicate intent, you can resolve the
conflict by reviewing both intents and deactivating the unnecessary
duplicate. Removing duplicate intents helps prevent confusion during
ticket classification.
For some duplicate intents, you may want to consider creating an entity after
deactivating an intent. For example, say you have the following two
intents that are considered duplicates:

Missing deposit
Missing deposit in Acme Bank

In this case, you could deactivate the "Missing deposit in Acme Bank"
intent and then create an entity to extract the bank name from the
ticket.



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 intent recommendations. See Filtering intent recommendations.


Monitoring intent quality at a glance

The Intent page in Admin Center displays three counters that give you an
at-a-glance view of your intent health:



Tickets automated with intents: The number of tickets that have been
automatically routed or actioned using intents. Click View automation
recommendations to explore workflow automation recommendations.

New intent suggestions: The number of new intents recommended based
on your account's ticket data. Click View all to review and accept or
decline suggestions. See Reviewing intent recommendations to
learn more.

Conflicts: The number of duplicate or overlapping intents detected in
your account. Click View all to review and resolve conflicts. See
Resolving intent conflicts to learn more.




Understanding an intent recommendation

You can always review more details about a recommendation to help you
decide if you want to accept or decline it. An intent recommendation includes
the following details:

Name, description, and category.
Coverage, which is the percentage of tickets the intent would
affect (new intent) or currently affects (intent conflict).
The number of days used to calculate the recommendation. For
example, seven days.
The date the recommendation was created.
For new intents, a list of five ticket examples that fit into this
intent recommendation.





Reviewing intent recommendations

As an alternative to manually creating custom intents, you can review and
accept personalized intent recommendations to automate and simplify intent
maintenance.
You can find intent recommendations on the Intent page in Admin Center
every week when relevant recommendations are available.
Note: Intelligent triage
starts making intent recommendations one week after it’s been activated in your
account.

To review new intent recommendations


In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent.
If you have new
recommendations, a banner displays above your intents list.

Click the Recommendations tab.
Click a recommended intent’s Name.
The intent recommendation appears in the right-hand
panel.

See Understanding an intent recommendation to learn more.

Review the intent and click one of the following:

Add
intent If you accept the recommendation, it’s added to
your list of intents and immediately starts detecting the intent in
incoming requests.



Decline If you decline the recommendation, a dialog window
opens asking for your feedback.

Select a reason
and enter any additional comments and click Submit
feedback.







Resolving intent conflicts

Intelligent triage identifies duplicate or overlapping intents in your account. To
help you fine-tune your intent coverage for your specific business needs, you can
review and resolve any detected intent conflicts.
To resolve intent conflicts

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent.
Click the Recommendations tab.
Click the name of a recommendation to resolve an intent conflict.
The recommendation
opens on the right. You can view more information about why the
recommendation was made, including the names of potential intent duplicates
or intents with similar expressions.

Take one of the following actions:
If the recommendation is for resolving a duplicate intent, click
Review duplicates.
Review the duplicated intents.

Select an
intent to deactivate, then click Deactivate selected. Confirm
you want to deactivate the intent.



If the recommendation is for resolving an overlapping intent, click
Review changes.
Review the
suggested changes, then click Save changes to apply the
suggestion.







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