Creating help center content using ticket data and generative AI

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<p id="docs-ai-summary-content">Use ticket data and generative AI to quickly build a help center with up to 40 articles, based on recent customer inquiries. This feature helps create a structured hierarchy of articles and categories, allowing you to address common customer issues. You can preview and refine the content before saving drafts, which admins and agents can review and edit prior to publishing.</p>
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<p class="p">Over time, the best strategy for building a solid foundation for effective self-service
is to create and maintain a quality help center. However, if you don't yet have a help
center, or if your help center is incomplete or out of date, you can use your ticket
data and generative AI to quickly create a new help center with up to 40 articles. </p>
<div class="note" id="topic_gpx_t4j_tfc__note_rjt_yzj_hhc">
<span class="notetitle">Note:</span> If you have an existing, well maintained help center, this
feature will likely not be helpful, as it does not suggest enhancements to your current
structure, but instead creates new (and possibly duplicate) sections and categories on
top of your existing content. </div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_gpx_t4j_tfc__ul_hgc_hcj_hhc">
<li class="li"><a class="xref" href="#topic_exg_sbj_hhc">About creating help center content using ticket data and generative AI</a></li>
<li class="li"><a class="xref" href="#topic_ogy_vbj_hhc">Creating help center content using ticket data and generative AI</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_exg_sbj_hhc">
<h2 class="title topictitle2" id="ariaid-title2">About creating help center content using ticket data and generative AI</h2>
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<p class="p">Generated help center content is based on your support ticket data from the last 30
days, a description of your business, and common customer questions or recurring
issues they might have. Tickets used as an input to creating your help center must
meet the following criteria:</p>
<div class="p">
<ul class="ul" id="topic_exg_sbj_hhc__ul_nd1_w24_ghc">
<li class="li">Solved or closed status</li>
<li class="li">Created in the past 30 days</li>
<li class="li">Originating in web form or email channels</li>
<li class="li">Brand corresponds to the brand where the help center will be built</li>
<li class="li">Up to 50,000 tickets per brand</li>
<li class="li">Public (end-user facing) tickets</li>
</ul>
</div>
<p class="p">All personally identifiable information (PII) is automatically redacted. Tickets that
meet this criteria are summarized and grouped by common customer issues or pain
points, then combined with information you provide about your business and customer
issues to generate a help center hierarchy. The help center hierarchy contains the
article titles and categories of your help center and is displayed in the preview
pane. You can review the hierarchy and regenerate it, if necessary.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ogy_vbj_hhc">
<h2 class="title topictitle2" id="ariaid-title3">Creating help center content using ticket data and generative AI</h2>
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<p class="p">You can use this feature to create one help center for each brand in your account.
This means that if you launch this feature and create a help center for a brand in
your account, you cannot use this feature to create another help center for that
brand. </p>
<div class="p">
<strong class="ph b">To create help center content using ticket data and generative AI</strong><ol class="ol" id="topic_ogy_vbj_hhc__ol_rrt_ycv_ghc">
<li class="li">If you:<ul class="ul" id="topic_ogy_vbj_hhc__ul_lh5_zyv_3hc">
<li class="li">Don't have a help center, in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">product tray</a>, select
<strong class="ph b">Knowledge</strong>, then click <strong class="ph b">Generate a new help
center</strong>.</li>
<li class="li">Have an existing, outdated help center, 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">Settings</strong> (<img class="image" id="topic_ogy_vbj_hhc__image_l5g_sbw_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar, then click <strong class="ph b">Get
started</strong> in the banner at the top of the page.</li>
<li class="li">Have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple brands</a> and want
to create a help center for an existing brand, in <strong class="ph b">Admin Center
</strong>&gt;<strong class="ph b"> Account </strong>&gt; <strong class="ph b">Brand management </strong>&gt;<strong class="ph b"> Brands</strong>,
select a brand, then click the <strong class="ph b">Actions</strong> menu. Select <strong class="ph b">Turn
on Knowledge</strong>, then click <strong class="ph b">Generate a new help center</strong>.
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">What does your business do?</strong> section, enter text describing
your business, then click <strong class="ph b">Next</strong>.<p class="p">Be as descriptive as possible and
include a company website, as it can be used to obtain additional
details about your business and products.</p>
<p class="p"><img class="image" id="topic_ogy_vbj_hhc__image_tcr_l3q_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/KBuilder_WhatBizDoes.png" width="450"></p>
</li>
<li class="li">In the <strong class="ph b">What do customers need help with? </strong>section, enter text
describing the common issues or key help areas that your customers need,
then click <strong class="ph b">Next</strong>. <p class="p">Be as descriptive as possible.</p>
<p class="p"><img class="image" id="topic_ogy_vbj_hhc__image_vq3_kfv_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/KBuilder_CustHelp.png" width="450"></p>
</li>
<li class="li">In <strong class="ph b">Language settings</strong>, select the default language you want to use for
generated categories, sections, and article content.<p class="p">Articles, categories
and sections will be generated in this language/locale, regardless of
the ticket/input language.</p>
<p class="p"><img class="image" id="topic_ogy_vbj_hhc__image_hgx_fzv_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/KBuidler_Lang.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Generate preview</strong>. <p class="p">Your new help center hierarchy appears in
the right-side pane. The preview includes up to 40 proposed articles
that address the most common challenges your customers face.
</p>
<p class="p"><img class="image" id="topic_ogy_vbj_hhc__image_kjx_by5_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/KBuilder_Flow2.png" width="700"></p>
</li>
<li class="li">Preview the proposed help center architecture to evaluate whether it
accurately reflects your help center goals. </li>
<li class="li">(Optional) Edit the business and customer information fields, then click
<strong class="ph b">Generate new preview</strong> to regenerate the help center
architecture.<p class="p">You can generate up to 10 new previews.</p>
</li>
<li class="li">Click <strong class="ph b">Generate help center</strong>.<p class="p">Articles are generated and saved as
drafts in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837776666#topic_bcl_lcs_55" target="_blank">AI-generated article list</a>.
Admins and agents with permission can review and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185667124506#topic_ixw_bww_cfc" target="_blank">edit the articles</a> prior to
publishing. </p>
<p class="p"><img class="image" id="topic_ogy_vbj_hhc__image_qlk_vmk_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/KBuilder_Flow3.png" width="700"></p>
</li>
</ol>
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