Sharing feedback about generative replies for advanced AI agents

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<strong>Add-on</strong>
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<td>AI agents - Advanced</td>
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<p class="p">When an advanced AI agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749315098" target="_blank">sends a generative reply</a> during a conversation with a
customer, the response is captured in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a>. As part of ensuring a good customer
experience, you can analyze whether the AI agent correctly interpreted the customer's
question and provided an accurate response. </p>
<p class="p">You can then share any feedback with us, which our AI researchers use to improve
generative replies functionality. </p>
<p class="p"><strong class="ph b">To share feedback about generative replies</strong></p>
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<ol class="ol" id="adv_gen_replies_feedback__ol_e5x_y5n_ghc">
<li class="li">In AI agents - Advanced, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_nxy_tgf_52c" target="_blank">access the conversation logs</a>. </li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186#topic_y3w_5gf_52c" target="_blank">Filter the list of conversations</a> by
<strong class="ph b">Generative replies</strong> and select <strong class="ph b">Generative replies used</strong> and
<strong class="ph b">Feedback not shared</strong>. </li>
<li class="li">Select a conversation to analyze. </li>
<li class="li">For any Generative replies entry, click <strong class="ph b">Share feedback</strong>.<p class="p"><img class="image" id="adv_gen_replies_feedback__image_ljw_hvn_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_share_feedback.png" width="600"></p>
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<li class="li">Select one or more of the feedback options. <p class="p">The available feedback options
depend on the response status of the generative reply:</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Response status</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Feedback options</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Response generated</td>
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<li class="li">Correct/well answered</li>
<li class="li">Incomplete answer</li>
<li class="li">Incorrect article used</li>
<li class="li">Made-up facts</li>
<li class="li">Incorrect language or vocabulary</li>
<li class="li">Other</li>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Escalation required</td>
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<ul class="ul" id="adv_gen_replies_feedback__ul_ehf_dvn_ghc">
<li class="li">Expected escalation</li>
<li class="li">Unexpected escalation</li>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Not understood</td>
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<li class="li">Question out of scope</li>
<li class="li">Missing article</li>
<li class="li">Article not used</li>
<li class="li">Other</li>
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<td class="entry row-nocellborder" style="vertical-align:top;">Error occurred</td>
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<li class="li">Error logged</li>
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<li class="li">If you selected Other as one of your feedback options, enter your free-text
feedback in the Other feedback field and click <strong class="ph b">Save</strong>.<p class="p"><img class="image" id="adv_gen_replies_feedback__image_pbc_jvn_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_feedback_other.png" width="350"></p>
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<li class="li">(Optional) Click the <strong class="ph b">Generative replies</strong> entry to open the Reply details
panel, where you can view more information about the reply, including its
status, the actual content of the response, any feedback shared, the context
(task classification and knowledge search rule), active instructions, and any
citations.<p class="p"><img class="image" id="adv_gen_replies_feedback__image_ewk_kvn_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_generative_replies_reply_details.png" width="450"></p>
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