Intelligent triage dans Zendesk Suite : que lit cette IA, et peut-on l'éteindre ?

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Ce que fait l'IA

Deux énoncés de l'éditeur

• Agir « Automatically classifying tickets with intelligent triage » [3]
• Trier « Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why. » [1]
• Analyser « Intelligent triage classifications, including topic, sentiment, and language, give agents additional context about the ticket that helps them resolve customer requests quickly. » [4]

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Modèle

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Ce qu'elle lit

Tickets « Automatically classifying tickets with intelligent triage » « Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why. » [3] copie datée

Où partent les données

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Entraîne sur vos données

Non « These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data. » [5] copie datée

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Désactivable

Oui « Check feature status and find guidance for turning individual features on or off. » « including writing assistance, ticket summaries, translations, intelligent triage, and agent tools. Check feature status and find guidance for turning individual features on or off. » « Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom. » [3] copie datée

Facturation

Incluse dans la licence « Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase. » « Zendesk offers a set of tools in the Suite, free of charge » « The Zendesk Suite includes a basic set of AI tools at no additional cost » [2] copie datée

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