Reviewing and publishing AI-generated procedures for auto assist

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<p id="docs-ai-summary-content">AI-generated procedure drafts help you set up auto assist by providing step-by-step guidance based on your ticket data and knowledge articles. Review, edit, and publish these drafts to enhance agent productivity. Check for new drafts weekly, ensure relevant tickets are tagged, and monitor performance to refine procedures. This feature reduces manual effort and improves response accuracy.</p>
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<p class="p">Procedures are the sets of written steps that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">auto assist</a> should follow when suggesting replies, custom
actions, macros, or direct instructions to agents in a ticket. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">write your own procedures</a> or review, edit, and publish the
AI-generated procedures that are automatically generated for you. </p>
<p class="p">Each week, AI analyzes your ticket and account data and may automatically generate up to
three procedure drafts per brand. These drafts are optimized for auto assist and
grounded in your most common customer support questions, relevant solved tickets, and
existing knowledge article content. </p>
<p class="p">AI-generated procedure drafts help reduce the effort of writing procedures from scratch
and help you set up auto assist more efficiently. Because these drafts are optimized for
auto assist, you can be confident your procedures are effective, which can lead to a
higher acceptance rate and ultimately boost agent productivity with auto assist. </p>
<p class="p">By default, AI-generated procedure drafts are automatically generated if you're using
auto assist. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10148571264666" target="_blank">turn them off in Knowledge admin</a> if needed.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_ai_auto_assist_procedures__ul_uxn_fbc_xhc">
<li class="li"><a class="xref" href="#topic_efr_gbc_xhc">Understanding AI-generated procedure drafts</a></li>
<li class="li"><a class="xref" href="#topic_lm5_hbc_xhc">Reviewing, editing, and publishing an AI-generated procedure</a></li>
<li class="li"><a class="xref" href="#topic_ryh_jbc_xhc">Best practices for AI-generated procedures</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_auto_assist_procedures__ul_gns_p44_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890" target="_blank">Viewing and managing procedures for auto
assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010" target="_blank">Reviewing and implementing AI recommendations to
automate tasks</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_efr_gbc_xhc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding AI-generated procedure drafts</h2>
<div class="body">
<p class="p">Each week, AI analyzes your ticket and account data and may automatically generate up
to three procedure drafts per brand. When new procedure drafts are available for you
to review and publish, you'll see a procedure recommendation on both the Auto assist
and Recommendations pages in Admin Center. You can navigate to the procedure drafts
from the recommendation or access the drafts directly in Knowledge admin.</p>
<p class="p">You'll receive procedure recommendations with AI-generated procedure drafts if you're
using auto assist. Procedure drafts are generated only as needed, so you may not see
a new recommendation each week. While AI-generated procedure drafts can't be created
on demand, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_vs3_j44_xcc" target="_blank">manually write your own procedures</a> as
needed.</p>
<p class="p"><iframe allowfullscreen="" controls="controls" height="360" src="https://www.youtube.com/embed/KaCbXwS16xk" width="640"></iframe>"Procedure recommendations and AI-generated procedure drafts (3:01)"</p>
<div class="p">Procedure drafts are automatically generated based on the following sources:<ul class="ul" id="topic_efr_gbc_xhc__ul_jc1_djc_xhc">
<li class="li">(If intelligent triage is turned on) Your top ticket intents. </li>
<li class="li">(If intelligent triage is turned off) The most common customer support
issues detected in your tickets</li>
<li class="li">Relevant solved tickets from the last 30 days</li>
<li class="li">Existing knowledge articles</li>
</ul>
</div>
<div class="p">AI-generated procedure drafts are created in your account's locale and include
step-by-step guidance for auto assist. When relevant, procedure drafts may also
include:<ul class="ul" id="topic_efr_gbc_xhc__ul_iy2_5kc_xhc">
<li class="li">Actions and action flows</li>
<li class="li">Instructions for agents</li>
<li class="li">Macros</li>
</ul>
</div>
<p class="p">AI-generated procedure drafts must be published by you before they're available for
use by auto assist. You can also make any edits to a procedure draft before
publishing.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lm5_hbc_xhc">
<h2 class="title topictitle2" id="ariaid-title3">Reviewing, editing, and publishing an AI-generated procedure</h2>
<div class="body">
<p class="p">Access your AI-generated procedure drafts from a procedure recommendation in Admin
Center or from the Procedures page in Knowledge admin. You can review and edit a
procedure draft before publishing.</p>
<div class="p">
<strong class="ph b">To open an AI-generated procedure draft from Admin Center</strong><ol class="ol" id="topic_lm5_hbc_xhc__ol_um1_bfj_xhc">
<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_lm5_hbc_xhc__d8e1359" 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">Agent copilot &gt; Auto assist</strong>.</span><p class="p">You can also open a procedure recommendation from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_fj4_s4f_p2c" target="_blank">Recommendations page</a>.</p>
</li>
<li class="li">Click the procedure recommendation.<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_t3v_jhd_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendations_procedures_auto_gen.png" width="600"></p>
<p class="p">A procedure recommendation can contain up to three procedure
drafts per brand.</p>
</li>
<li class="li">Click a procedure draft name to open the draft in Knowledge
admin.<p class="p">Alternatively, click <strong class="ph b">Review procedures</strong> to open your list
of procedures in Knowledge admin.</p>
</li>
</ol>
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<div class="p">
<strong class="ph b">To open an AI-generated procedure draft from Knowledge admin</strong><ol class="ol" id="topic_lm5_hbc_xhc__ol_jhr_nwc_xhc">
<li class="li">
<span class="ph">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">Manage articles</strong>
(<img class="image" id="topic_lm5_hbc_xhc__d9e109" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span><p class="p">In your list of procedures, your procedure drafts display the
status "AI generated".</p>
<p class="p"><img class="image img-screenshot" id="topic_lm5_hbc_xhc__image_t4s_yhd_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedures_knowledge.png" width="600"></p>
</li>
<li class="li">Click the name of the procedure draft you want to review to open it.</li>
</ol>
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<div class="p">
<strong class="ph b">Reviewing, editing, and publishing an AI-generated procedure</strong><ol class="ol" id="topic_lm5_hbc_xhc__ol_fgj_qvc_xhc">
<li class="li">In the procedure editor, edit the procedure as needed.</li>
<li class="li">Click <strong class="ph b">Publish.</strong><p class="p">The procedure is now available for use by auto
assist.</p>
</li>
<li class="li">Return to the procedure recommendation on either the Auto assist or
Recommendations page in Admin Center.</li>
<li class="li">Open the <strong class="ph b">Actions</strong> menu at the bottom of the recommendation and select
<strong class="ph b">Mark as done</strong>.<p class="p">The procedure recommendation is added to your
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010#topic_zbz_pm2_fhc" target="_blank">recommendations
archive</a>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ryh_jbc_xhc">
<h2 class="title topictitle2" id="ariaid-title4">Best practices for AI-generated procedures</h2>
<div class="body">
<p class="p">To gradually improve auto assist and focus your efforts where it matters most, it's
recommended to follow these best practices:</p>
<ol class="ol" id="topic_ryh_jbc_xhc__ol_zps_gmc_xhc">
<li class="li">Check for procedure recommendations weekly.</li>
<li class="li">Review and make any edits to an AI-generated procedure as needed.</li>
<li class="li">Publish the procedure so that it's available to auto assist.</li>
<li class="li">Make sure that tickets that match the intent or customer support issue related
to the procedure are tagged with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_wx3_rww_xcc" target="_blank">auto assist tag</a> so that auto assist
can generate suggestions for these tickets.</li>
<li class="li">Monitor the performance (acceptance rate) of the published procedure from the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_v3q_wyb_qgc" target="_blank">Procedures page in Knowledge admin</a> or
from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308442693786" target="_blank">Copilot: Agent productivity
dashboard</a>.</li>
<li class="li">Iterate on the procedure until it meets your expectations.</li>
<li class="li">Continue to review and publish new AI-generated procedures as they become
available.</li>
</ol>
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