Reviewing and assigning intents for common questions without AI agent answers (Legacy)

With this information, you can build answers for those intents or assign them to existing answers. This can improve the AI agent’s overall performance by making sure no question goes unanswered, ultimately improving your customers’ experience.


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This article describes functionality that moved into legacy
status on February 2, 2025. On December 31, 2026, this functionality will no longer
be available. For more information, see this announcement.

Zendesk AI analyzes past AI agent conversation data to identify the common topics
customers ask about that do not have existing AI agent answers. These are known as intent
suggestions. You can view your intent suggestions for top intents without answers, along
with the full list of common customer intents without answers.
With this information, you can build answers for those intents or assign them to existing
answers. This can improve the AI agent’s overall performance by making sure no question goes
unanswered, ultimately improving your customers’ experience.
There are two ways to view the intents without AI agent answers. You can start by viewing the
top three intents without answers at a glance or you can start with the full list of intents
without answers, ordered by how frequently customers ask questions related to the intent.
This article contains the following sections:


Reviewing top customer intents without
answers and linking to answers
Reviewing all intents without answers and
linking to answers


Related article:
Viewing and managing intents for your AI agent for
messaging




Reviewing top customer intents without answers and linking to answers

You can view at a glance the top topics customers ask about during AI agent conversations
that do not match existing AI agent answers. Zendesk AI uses past AI agent conversations to
identify these common topics, known as intent suggestions, based on the
following:


The intent is not linked to an existing answer.
The intent has been matched to a customer question or comment at least three times
over the last 30 days.
The intent is related specifically to the AI agent the questions came through.


This helps you understand which actions you should take to improve AI agent performance.
You can review your top intents without answers, then click through to the full list of
intents to create an answer for an intent or to link an intent to an existing answer. Doing
so might increase the number of customer support requests resolved and, in turn, lower the
percentage of AI agent responses with no answer.
To resolve common customer intents without answers


In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to look at.
Click the Insights tab. The top suggested intents appear in the Next steps
to improve performance section.

Scroll down to Resolve intents without answers to review your top three intent
suggestions. This section shows the top three intents without answers that the AI
agent has matched to a customer question or comment at least three times over the last
30 days. This section appears only if your account has been matched to an intent
model.


If you want to link these intents, or any intents without answers, to answers, click
the Resolve intents without answers box to open the intents list.
In the Answer column of the intent you want to link to an answer, click the drop-down,
then select Create a new answer or select an existing answer.


Remember to click Publish AI agent in the upper right corner when you're ready to
apply your changes.



Reviewing all intents without answers and linking to answers



You can review a list of intents without AI agent answers, ordered by how frequently
customers ask questions related to the intent. You can then create a new answer for an
intent or link an intent to an existing answer to improve overall AI agent
performance.
To review intents without answers

In Admin Center, click
AI in the sidebar, then select AI agents > AI agents.
Click the AI agent you want to work with.
Click the Intents tab.
Click Filter, then exclude Answered intents. This excludes intents
that are assigned to answers, so that you have a list of intents that are not
assigned to answers.

In the Answer column of the intent you want to link to an answer, click the
drop-down, then select Create a new answer or select an existing
answer.


Remember to click Publish AI agent in the upper right corner when you're ready
to apply your changes.




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