Creating use cases for AI agents to identify what customers are asking about

Use casesare the mechanism by which AI agents understand what a customer is asking about and connect them with the rightgenerative procedureordialogue. Use cases are the topics that your customers need help with, such as order returns or refund requests.


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Use cases are the mechanism by which AI agents understand what a customer is
asking about and connect them with the right generative procedure or dialogue. Use cases are the topics that your customers need
help with, such as order returns or refund requests.
This article contains the following topics:

Creating a use case manually
Creating use cases based on AI suggestions

Related articles:

Managing use cases for AI agents
Best practices for creating use cases for AI
agents



Creating a use case manually

You create use cases on the Use cases page.
To create a use case manually


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Click Create use case. The Use case dialog appears.


In Name, enter a short, descriptive name for the use case (for
example, "Order status").
In Customer request reason, enter a short description that identifies
why a customer is reaching out. For example, "Customer is asking for the
status of their order."

(Optional) In Category, select an existing category, or start typing
to enter a new category and click Add a category.
Categories make managing use cases
easier, but they don’t affect how an AI agent connects use cases with a
customer’s message (only use case names and descriptions do that).


(Optional) In Status, select Inactive if you don't want your
AI agent to begin detecting this use case yet.
Click Create.


Your use case is created, but it won't begin guiding an AI agent's responses until
you perform the following steps:


For an AI agent with agentic AI: Configure whether the use case should use a
procedure or a dialogue.


For a zero-training AI agent: Create a reply associated with the use
case.





Creating use cases based on AI suggestions

As an alternative to creating use cases manually, you can create them based on AI
suggestions. Suggestions are generated based on historical conversations in your AI
agent to create use cases specifically tailored to the needs of your customers.
This section contains the following topics:

Generating use case suggestions for the first time
Regenerating use case suggestions



Generating use case suggestions for the first time

If you haven't generated any use case suggestions before, follow the steps below
to get started.
To generate use case suggestions for the first time


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the Suggestions tab.
Click Generate suggestions. The Generate use case suggestions
dialog opens.


In Report preset, leave Quick selected, or else select
Custom to expand the advanced settings.

(Optional) In Source, select one of the following options:

This AI agent: Historical data from the AI agent you
selected above. This data includes only messages that were
classified as Not understood.

Zendesk messaging: (Available only for messaging AI
agents.) Historical messaging conversations from your Zendesk
account.

Zendesk Support: (Available only for email AI agents.)
Historical email tickets from your Zendesk account. Messaging
tickets are not included. This data includes all public comments
on email tickets, but does not include private notes.


(Optional) In Conversations sample, select the number of messages
that the system should analyze (500, 1000, or
2000).
(Optional) If you selected Zendesk messaging or Zendesk Support as your
source, configure the following additional options:

Group: Enter the group from which conversations should be
selected for analysis.

Tag: Enter the tag that conversations should have to be
selected for analysis.


Click Generate suggestions. After a few minutes, a suggested
use case report appears.

The banner at the top
summarizes the following details:


Conversations: The number of analyzed conversations the
suggested use cases apply to.

Sample size: The number of conversations the report
analyzed.

Suggestions: The number of use case suggestions that were
generated.

Content coverage: The estimated percentage increase in
use case coverage for your customer conversations if you create
the suggested use cases.

Source: The source you selected when generated the
suggestions.

Time frame: The time frame the analyzed conversations
occurred in.

Last updated: The last time the use case suggestions were
generated.

The following columns include the use case suggestions:



Freq. (Frequency): Shows the estimated percentage of
analyzed conversations that a suggested use case applies to.
The higher the frequency, the more important it is to create
a use case that covers this topic.

Use case: Shows a name and description for a
suggested use case.

Conversations: Shows the number of conversations that
a suggested use case applies to.



(Optional) Click the icon in the Conversations column to open the
conversation logs for the
relevant conversations.
For each suggested use case, accept it as is, edit it before accepting
it, or reject it altogether:
To accept a suggested use case, click the checkmark. The use
case is accepted and added to the Use cases tab.

To edit a suggested use case before accepting it, click the use
case name to open it in a new dialog.
Edit any of the details as needed. For help, see Creating a use case manually.

Click Accept suggestion. The use case is
accepted and added to the Use cases tab.



To reject a suggested use case, click the X. Rejected
use cases aren’t suggested again the next time you generate
use case suggestions.





Next, you need to configure whether the use case should use a
generative procedure or a dialogue.



Regenerating use case suggestions

If you've already generated some use case suggestions for an AI agent, you can
regenerate the suggestions to create use cases based on fresh data. Each time
you generate suggestions, new use case suggestions are added to already-existing
suggestions.
To regenerate use case suggestions


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the Suggestions tab.
(Optional) If you want to change the settings the system uses when
generating the suggestions, click the arrow next to Generate
suggestions and select Configure report.
Update the settings as needed. For
help, see Generating use case suggestions for the first time.
Click Generate suggestions. After a few minutes, an updated
suggested use case report appears.






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