Personalizing intelligent triage by creating custom intents

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<p id="docs-ai-summary-content">Create custom intents to tailor intelligent triage to your business needs. By defining specific intents, categories, and subcategories, you enhance ticket classification accuracy and organization. Custom intents are unique to your account and help predict ticket topics without identifying specific details. Admins can easily create and manage these intents to improve customer support operations.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> 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 each account's ticket data. </p>
<p class="p">To give you greater flexibility over your available intents, you can create custom
intents that address issues specific to your business needs. You can also add new
categories and subcategories as you create custom intents so that you can keep your
intents organized.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="automated_triage_custom_intents__ul_bs1_h1y_c2c">
<li class="li"><a class="xref" href="#topic_zyc_c1y_c2c">About custom intents</a></li>
<li class="li"><a class="xref" href="#topic_qp5_c1y_c2c">Creating a custom intent</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="automated_triage_custom_intents__ul_i5c_1by_c2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically detecting customer intent,
language, and sentiment</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">Accessing and viewing intelligent triage
intents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zyc_c1y_c2c">
<h2 class="title topictitle2" id="ariaid-title2">About custom intents</h2>
<div class="body">
<p class="p">An intent is a prediction of what the ticket is about. When you activate intelligent
triage, your account includes a prebuilt list of intents specific to your industry. </p>
<p class="p">For example, if a customer submits a ticket saying that the item they ordered arrived
damaged, then intelligent triage may automatically tag the ticket with an intent of
<em class="ph i">damaged on arrival</em>.</p>
<p class="p">To improve your intent coverage and increase the accuracy of your intent detections,
you can create custom intents that are specific to your business needs. Any custom
intents you create are specific to your Zendesk account and aren’t available to
other Zendesk accounts. See <a class="xref" href="#topic_lq3_f1y_c2c">Examples of custom intents</a> in the
section below for examples of well-defined, custom intents.</p>
<p class="p">As you create custom intents, you can create custom categories and subcategories to
group them in. Custom intent categorization helps you organize your intent
structure.</p>
<p class="p">To further fine tune your setup, you can also review and accept intent
recommendations made by intelligent triage. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210#topic_hq4_zfj_zfc" target="_blank">Reviewing intent recommendations</a>.</p>
<p class="p">When you create a custom intent, 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">entity detection</a> feature to identify business-critical
information in your incoming requests automatically.</p>
<p class="p">Note that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690#topic_lrn_rwr_y1c" target="_blank">AI agents</a> can't leverage the detection of
custom intents. </p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qp5_c1y_c2c">
<h2 class="title topictitle2" id="ariaid-title3">Creating a custom intent</h2>
<div class="body">
<p class="p">Admins can create custom intents in Admin Center. A custom intent should explain the
main reason the end user is reaching out and cover a single reason. </p>
<p class="p">You can also create custom intent categories and subcategories when you create an
intent.</p>
<p class="p">To create a custom intent, you must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb" target="_blank">intents turned on</a>.</p>
<p class="p">Before creating a custom intent, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610#topic_l3b_hn3_fzb" target="_blank">check whether a similar intent already
exists</a>. Similar or overlapping intents can lead to low-confidence or
wrong intent detection. Additionally, creating a high number of custom intents can
lead to performance issues.</p>
<p class="p"><strong class="ph b">To create a custom intent</strong></p>
<div class="p">
<ol class="ol" id="topic_qp5_c1y_c2c__ol_hwd_vby_c2c">
<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_qp5_c1y_c2c__d8e1420" 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">Intelligent triage &gt; Intent</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create intent</strong>. <p class="p"><img class="image img-screenshot" id="topic_qp5_c1y_c2c__image_x5k_qqv_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_intents_screen.png" width="500"></p>
The Create custom intent page opens.</li>
<li class="li">Enter a <strong class="ph b">Name</strong>.<p class="p">Use a short, descriptive name for the intent. The
intent name is visible to agents, so make sure it’s clear and concise so
they can quickly understand it.</p>
<p class="p"><img class="image img-screenshot" id="topic_qp5_c1y_c2c__image_bfn_fcy_c2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_intents_create_custom.png" width="500"></p>
</li>
<li class="li">Enter a <strong class="ph b">Description</strong>.<p class="p">This is the explanation of what the ticket is
about. Clearly define what the intent should include and exclude. Write
the description as if you’re explaining an issue to an agent on their
first day. Consider including examples and common words that users might
use.</p>
</li>
<li class="li">Select a <strong class="ph b">Category</strong>.<p class="p">Intents are organized hierarchically in three
levels: category, subcategory, and intent. The category is the broad
reason for an incoming request, the subcategory provides a more detailed
breakdown of the reason, and the intent is a single, very specific
reason.</p>
Alternatively, you can create a custom category:<ul class="ul" id="topic_qp5_c1y_c2c__ul_hlb_l3m_dhc">
<li class="li">Select<strong class="ph b">+ Add category and subcategory</strong> from the menu.<p class="p"><img class="image img-screenshot" id="topic_qp5_c1y_c2c__image_tp5_h3m_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_triage_custom_intent_category.png" width="500"></p>
</li>
<li class="li">Enter a <strong class="ph b">Category name</strong> and <strong class="ph b">subcategory name</strong>.<p class="p"><img class="image img-screenshot" id="topic_qp5_c1y_c2c__image_u2g_bjm_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_triage_custom_inent_create_category.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create custom intent</strong>. <p class="p">The new intent is added to the Intent
list tab and is labeled <em class="ph i">Custom</em>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lq3_f1y_c2c">
<h3 class="title topictitle3" id="ariaid-title4">Examples of custom intents</h3>
<div class="body">
<p class="p">Below are some examples of well-defined custom intents: </p>
<p class="p"><strong class="ph b">Product not working as expected</strong>
</p>
<ul class="ul" id="topic_lq3_f1y_c2c__ul_o5t_qcy_c2c">
<li class="li">
<strong class="ph b">Name</strong>: Product not working as expected </li>
<li class="li">
<strong class="ph b">Category</strong>: Order </li>
<li class="li">
<strong class="ph b">Sub-category</strong>: Product issue </li>
<li class="li">
<strong class="ph b">Description</strong>: The requester wants to report a product that is not
functioning correctly, has developed a fault, or is not meeting quality
expectations. </li>
</ul>
<p class="p"><strong class="ph b">Cancel direct debit</strong></p>
<ul class="ul" id="topic_lq3_f1y_c2c__ul_jtp_qcy_c2c">
<li class="li">
<strong class="ph b">Name</strong>: Cancel direct debit </li>
<li class="li">
<strong class="ph b">Category</strong>: Billing </li>
<li class="li">
<strong class="ph b">Sub-category</strong>: Change payment method </li>
<li class="li">
<strong class="ph b">Description</strong>: The customer wants to stop or cancel an existing direct
debit or automatic payment arrangement. They may cite reasons such as
financial constraints, changes in circumstances, or dissatisfaction with the
service. </li>
</ul>
<p class="p"><strong class="ph b">Change booking arrival location</strong></p>
<ul class="ul" id="topic_lq3_f1y_c2c__ul_jsk_qcy_c2c">
<li class="li">
<strong class="ph b">Name</strong>: Change booking arrival location </li>
<li class="li">
<strong class="ph b">Category</strong>: Travel </li>
<li class="li">
<strong class="ph b">Sub-category</strong>: Booking update </li>
<li class="li">
<strong class="ph b">Description</strong>: The end user wants to modify the arrival location of
their booking. This could include changing flight destinations, correcting
errors in the booked location, or updating hotel addresses.</li>
</ul>
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