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

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<p id="docs-hc-snippet" style="display: none;">With this information, you can build answers for those topics 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.</p>
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<div class="note attention" id="pre-trained_intents__note_xsj_q32_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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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 <em class="ph i">topic
suggestions</em>. You can view your topic suggestions for top topic without answers, along
with the full list of common customer topics without answers. </div>
<p class="p">With this information, you can build answers for those topics 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. </p>
<p class="p">There are two ways to view the topics without AI agent answers. You can start by viewing the
top three topics without answers at a glance or you can start with the full list of topics
without answers, ordered by how frequently customers ask questions related to the topic.</p>
<p class="p">This article contains the following sections: </p>
<div class="p">
<ul class="ul" id="pre-trained_intents__ul_yyj_vsp_jxb">
<li class="li"><a class="xref" href="#topic_eny_wnm_bbc">Reviewing top customer topics without
answers and linking to answers</a></li>
<li class="li"><a class="xref" href="#topic_v12_blx_xbc">Reviewing all topics without answers and
linking to answers</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="pre-trained_intents__ul_xmt_1jx_xbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6038620020762" target="_blank">Viewing and managing topics for your AI agent for
messaging</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_eny_wnm_bbc">
<h2 class="title topictitle2" id="ariaid-title2">Reviewing top customer topics without answers and linking to answers</h2>
<div class="body">
<p class="p">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 <em class="ph i">topic suggestions</em>, based on the
following:</p>
<ul class="ul" id="topic_eny_wnm_bbc__ul_wqx_t4m_bbc">
<li class="li">The topic is not linked to an existing answer.</li>
<li class="li">The topic has been matched to a customer question or comment at least three times
over the last 30 days.</li>
<li class="li">The topic is related specifically to the AI agent the questions came through.</li>
</ul>
<p class="p">This helps you understand which actions you should take to improve AI agent performance.
You can review your top topics without answers, then click through to the full list of
topics to create an answer for a topic or to link a topic 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.</p>
<p class="p"><strong class="ph b">To resolve common customer topics without answers</strong></p>
<ol class="ol">
<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_eny_wnm_bbc__d48e1351" 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">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to look at.</li>
<li class="li">Click the <strong class="ph b">Insights</strong> tab.<p class="p">The top suggested topics appear in the <strong class="ph b">Next
steps to improve performance</strong> section.</p>
</li>
<li class="li">Scroll down to <strong class="ph b">Resolve topics without answers</strong> to review your top three topic
suggestions.<p class="p">This section shows the top three topics 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
a topic model.</p>
<p class="p"><img class="image" id="topic_eny_wnm_bbc__image_zq4_2rc_ybc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/insights_dashboard-intents.png" width="400"></p>
</li>
<li class="li">If you want to link these topics, or any topics without answers, to answers, click
the <strong class="ph b">Resolve topics without answers</strong> box to open the topics list.</li>
<li class="li">In the Answer column of the topic you want to link to an answer, click the
drop-down, then select <strong class="ph b">Create a new answer</strong> or select an existing
answer.</li>
</ol>
<p class="p">Remember to click <strong class="ph b">Publish AI agent</strong> in the upper right corner when you're ready to
apply your changes.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_v12_blx_xbc">
<h2 class="title topictitle2" id="ariaid-title3">Reviewing all topics without answers and linking to answers</h2>
<div class="body">
<p class="p">You can review a list of topics without AI agent answers, ordered by how frequently
customers ask questions related to the topic. You can then create a new answer for a
topic or link a topic to an existing answer to improve overall AI agent
performance.</p>
<p class="p"><strong class="ph b">To review topics without answers</strong></p>
<ol class="ol" id="topic_v12_blx_xbc__ol_idg_m54_qbc">
<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_v12_blx_xbc__d48e1351" 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">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to work with.</li>
<li class="li">Click the <strong class="ph b">Topics</strong> tab.</li>
<li class="li">Click <strong class="ph b">Filter</strong>, then exclude <strong class="ph b">Answered</strong> topics.<p class="p">This excludes topics
that are assigned to answers, so that you have a list of topics that are
<em class="ph i">not</em> assigned to answers.</p>
</li>
<li class="li">In the Answer column of the topic you want to link to an answer, click the
drop-down, then select <strong class="ph b">Create a new answer</strong> or select an existing
answer.<p class="p"><img class="image" id="topic_v12_blx_xbc__image_zjf_qnp_zyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/generative_replies_intent_options.png" width="200"></p>
</li>
</ol>
<p class="p">Remember to click <strong class="ph b">Publish AI agent</strong> in the upper right corner when you're ready to
apply your changes.</p>
</div>
</div>
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