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AI Features in Support Tools

Honest assessments of the AI-assist, auto-reply, and deflection features being added to support platforms. Members post deflection-rate data and agent feedback.
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Page 4 / 11

ELI5: how does the AI decide which tickets to deflect vs escalate?

Last post by Alex Gray, 2 months ago

Posts: 2
Views: 30


Unpopular opinion: most AI-assist features are just keyword match engines

Last post by data_pipeline_rookie, 2 months ago

Posts: 4
Views: 16


My results after disabling AI for 2 weeks - CSAT went up, deflection down

Last post by cloud_sec_enthusiast, 2 months ago

Posts: 3
Views: 39


My results after 30 days of AI-assist in Zendesk - deflection went up 12%

Last post by Hannah D, 2 months ago

Posts: 1
Views: 35


ELI5: how deflection metrics are calculated under the hood

Last post by JackM, 2 months ago

Posts: 2
Views: 19


What's the best way to collect agent feedback on AI suggestion quality?

Last post by DavidN, 2 months ago

Posts: 1
Views: 28


Did you see the latest blog post comparing auto-reply across 5 platforms?

Last post by cloud_ops_learner_2, 2 months ago

Posts: 3
Views: 23


How do I actually measure deflection rate in Zendesk without double-counting?

Last post by Grace Chen, 2 months ago

Posts: 1
Views: 24


Help: our auto-reply is causing ticket loops where customers reply back

Last post by Integration Ian, 2 months ago

Posts: 4
Views: 28


Guide: reducing false positives in auto-reply with simple regex rules

Last post by datadog_dave, 2 months ago

Posts: 1
Views: 26


Page 4 / 11
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