Improving intent quality with personalized recommendations

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Improve your intent quality with intelligent triage, which uses AI to
classify tickets by intent, language, and sentiment. Get personalized
recommendations for new intents and resolve conflicts like duplicates
or overlaps to enhance ticket classification. You control whether to
accept or decline suggestions, ensuring your intent setup aligns with
your business needs.
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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 your account's ticket data. </p>
<p class="p">Intelligent triage makes proactive recommendations to help you monitor the quality of
your intents. When gaps are identified in your intent coverage, you'll see
recommendations for new intents. Additionally, whenever you create, modify, or
deactivate an intent, intelligent triage analyzes your account and identifies any
duplicate or overlapping intents. </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 intent recommendations</a></li>
<li class="li"><a class="xref" href="#topic_hq4_zfj_zfc">Reviewing intent recommendations</a></li>
<li class="li"><a class="xref" href="#topic_kwc_gtn_yhc">Resolving intent conflicts</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 intent recommendations</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>
<div class="p">To improve and monitor the overall quality of your intents, intelligent triage makes
two types of proactive recommendations:<ul class="ul" id="topic_zyc_c1y_c2c__ul_hmf_g5t_yhc">
<li class="li">
<p class="p"><strong class="ph b">Create new intent</strong>: Intelligent triage identifies gaps in your
intent coverage and makes data-driven suggestions every week for new,
relevant intents that are tailored to your account’s ticket data. You
can review and accept intent recommendations to further fine tune your
setup.</p>
<p class="p">When you accept an intent recommendation, it's immediately added to your
list of intents and starts detecting the intent of incoming customer
requests.</p>
<p class="p">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">If you want to create your own custom intents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">Personalizing intelligent triage by
creating custom intents</a>.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Resolve intent conflict</strong>: Intelligent triage analyzes your account
whenever you create, modify, or deactivate an intent. If an overlapping
or duplicate intent is identified, a recommendation is made to resolve
the conflict.</p>
<p class="p">An intent is considered to be <em class="ph i">overlapping</em> when it contains
expressions that are similar to other intents. Recommendations for an
overlapping intent contain suggested content changes that can help
differentiate the intents during ticket classification. </p>
<p class="p">An intent is considered a <em class="ph i">duplicate</em> when it fully overlaps with
other intents, causing the system to treat them as identical. When you
have a recommendation to review a duplicate intent, you can resolve the
conflict by reviewing both intents and deactivating the unnecessary
duplicate. Removing duplicate intents helps prevent confusion during
ticket classification.</p>
<p class="p">For some duplicate intents, you may want to consider <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194#topic_qv4_xkt_zbc" target="_blank">creating an entity</a> after
deactivating an intent. For example, say you have the following two
intents that are considered duplicates: </p>
<ul class="ul" id="topic_zyc_c1y_c2c__ul_pgt_t51_zhc">
<li class="li">Missing deposit</li>
<li class="li">Missing deposit in Acme Bank</li>
</ul>
<p class="p">In this case, you could deactivate the "Missing deposit in Acme Bank"
intent and then create an entity to extract the bank name from the
ticket. </p>
</li>
</ul>
</div>
<p class="p">You're always in control and must accept or decline a recommendation before any
action is taken. If you decline a recommendation and want to come back to it later,
you can filter your list of intent recommendations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610#topic_zwl_mlp_zfc" target="_blank">Filtering intent recommendations</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_zqx_1hj_zfc">
<h3 class="title topictitle3" id="ariaid-title3">Understanding an intent recommendation</h3>
<div class="body">
<p class="p" dir="ltr">You can always review more details about a recommendation to help you
decide if you want to accept or decline it. An intent recommendation includes
the following details:</p>
<ul class="ul" id="topic_zqx_1hj_zfc__ul_frx_bhj_zfc">
<li class="li" dir="ltr">Name, description, and category.</li>
<li class="li" dir="ltr">Coverage, which is the percentage of tickets the intent would
affect (new intent) or currently affects (intent conflict).</li>
<li class="li" dir="ltr">The number of days used to calculate the suggestions. For example,
seven days.</li>
<li class="li" dir="ltr">The date the recommendation was created.</li>
<li class="li" dir="ltr">For new intents, a list of five ticket examples that fit into this
intent recommendation.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hq4_zfj_zfc">
<h2 class="title topictitle2" id="ariaid-title4">Reviewing intent recommendations</h2>
<div class="body">
<p class="p" dir="ltr">As an alternative to manually creating custom intents, you can review and
accept personalized intent recommendations to automate and simplify intent
maintenance. </p>
<div class="p" dir="ltr">You can find intent recommendations on the Intent page in Admin Center
every week when relevant suggestions are available. <div class="note note">
<span class="notetitle">Note:</span> Intelligent triage starts
suggesting intents one week after it’s been activated in your
account.</div>
</div>
<p class="p"><strong class="ph b">To review new intent recommendations</strong></p>
<ol class="ol" id="topic_hq4_zfj_zfc__ol_n5x_dgj_zfc">
<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_hq4_zfj_zfc__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><p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_mst_fgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_intent_list_new_columns.png" width="600"></p>
<p class="p">If you have new
recommendations, a banner displays above your intents list.</p>
</li>
<li class="li">Click the <strong class="ph b">Recommendations</strong> tab.</li>
<li class="li">Click a suggested intent’s <strong class="ph b">Name</strong>.<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_nwb_d1v_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_conflict_rec_list.png" width="600"></p>
<p class="p">The intent suggestion appears in the right-hand panel.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_r44_jgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/intents_rec_add_new.png" width="200"></p>
<p class="p">See <a class="xref" href="#topic_zqx_1hj_zfc">Understanding an intent
suggestion</a> to learn more.</p>
</li>
<li class="li">Review the intent and click one of the following:<ul class="ul" id="topic_hq4_zfj_zfc__ul_r1g_lgj_zfc">
<li class="li">
<strong class="ph b" id="topic_hq4_zfj_zfc__docs-internal-guid-256257d2-7fff-e58c-330e-dfe8aa2d69ee"><strong class="ph b">Add
intent</strong></strong><p class="p">If you accept the recommendation, it’s added to
your list of intents and immediately starts detecting the intent in
incoming requests.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_ztp_mgj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_suggestion_accepted.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Decline</strong><p class="p">If you decline the recommendation, a dialog window
opens asking for your feedback.</p>
<p class="p"><img class="image img-screenshot" id="topic_hq4_zfj_zfc__image_yfr_4gj_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_suggestion_decline_feedback.png" width="300"></p>
<p class="p">Select a reason
and enter any additional comments and click <strong class="ph b">Submit
feedback</strong>.</p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_kwc_gtn_yhc">
<h2 class="title topictitle2" id="ariaid-title5">Resolving intent conflicts</h2>
<div class="body">
<p class="p">Intelligent triage identifies duplicate or overlapping intents in your account. To
help you fine-tune your intent coverage for your specific business needs, you can
review and resolve any detected intent conflicts.</p>
<p class="p"><strong class="ph b">To resolve intent conflicts</strong></p>
<ol class="ol" id="topic_kwc_gtn_yhc__ol_bc5_5tn_yhc">
<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_kwc_gtn_yhc__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 the <strong class="ph b">Recommendations</strong> tab.</li>
<li class="li">Click the name of a recommendation to resolve an intent conflict.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_qvj_m5n_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intent_conflict_rec_list.png" width="600"></p>
<p class="p">The recommendation
opens on the right. You can view more information about why the
recommendation was made, including the names of potential intent duplicates
or intents with similar expressions.</p>
</li>
<li class="li">Take one of the following actions:<ol class="ol" id="topic_kwc_gtn_yhc__ol_m2v_3vn_yhc" type="a">
<li class="li">If the recommendation is for resolving a duplicate intent, click
<strong class="ph b">Review duplicates</strong>.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_flc_2wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_duplicate_intent_rec.png" width="200"></p>
<p class="p">Review the duplicated intents.</p>
<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_jgs_svn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_deactivate_duplicate_intent.png" width="400"></p>
<p class="p">Select an
intent to deactivate, then click <strong class="ph b">Deactivate selected</strong>. Confirm
you want to deactivate the intent.</p>
</li>
</ol>
<ol class="ol" id="topic_kwc_gtn_yhc__ol_rsp_tvn_yhc" type="a">
<li class="li">If the recommendation is for resolving an overlapping intent, click
<strong class="ph b">Review changes</strong>.<p class="p"><img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_tnc_1wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_overlapping_rec.png" width="200"></p>
<p class="p">Review the
suggested changes, then click <strong class="ph b">Save changes</strong> to apply the
suggestion.</p>
<img class="image img-screenshot" id="topic_kwc_gtn_yhc__image_uhh_1wn_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_overlap_review.png" width="400">
</li>
</ol>
</li>
</ol>
</div>
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