This article introduces you to the AI agents - Advanced add-on, including the main menu navigation and links to more information about the available features.
This article contains the following topics:
Navigating the add-on
The table below explains the menu options available in the AI agents - Advanced add-on.
| Main menu item | Sub-menu item | Description |
| Dashboard | Dashboard | Allows you to see a comprehensive view of your organization’s overall AI agent performance. |
| Overview | Overview | Allows you to see an overview of your selected AI agent's launch readiness and the next steps in onboarding. The information you see on this page depends on whether you've selected a messaging AI agent or an email AI agent. |
| Analytics | AI agent analytics | Allows you to analyze the performance of your AI agents on key metrics such as AI agent-handled, resolution, deflection, and escalation rates. |
|
Training center (Available only when an expression-based AI agent is selected in the upper-right) |
Intent training | Allows you to train intents for expression-based AI agents by creating sample expressions and associating them with an intent. |
| Message training | Allows you to train intents for expression-based AI agents by associating real messages from historical conversations with an intent. | |
| Automation reports | Allows you to estimate the automation impact that AI agents can have on your workflows by importing historical data from your current CRM platform. | |
| Confusion matrix | Allows you to see how well your expression-based AI agents are able to recognize intents and troubleshoot issues with intent recognition. | |
| Content | Use cases (includes dialogue builder) | Allows you to create and manage use cases for zero-training AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users. |
| Intents (includes dialogue builder) | Allows you to create and manage intents for expression-based AI agents. Includes access to the dialogue builder, where you can create conversation paths that your AI agents follow when replying to end users. | |
| Templates | Allows you to create and manage templated replies that you can use in dialogues. | |
| Actions | Allows you to create and manage actions that your AI agents can take during conversations. | |
| Conversation logs | Conversation logs | Allows you to review the conversations between your AI agents and end users, including the messages sent, actions taken, and more. |
| AI | AI models | Allows you to create and manage AI models used with expression-based AI agents. |
| Settings | AI agent settings | Allows you to configure general settings for your AI agents, including languages, operating hours, and more. |
| CRM integration | Allows you to import data from other CRM platforms, including Zendesk Support, Zendesk Chat, Sunshine Conversations, Salesforce, Freshworks, and others. | |
| Ultimate Chat Widget | Allows you to install the Ultimate Chat Widget and manage forms that you can add to dialogues. | |
| Generative replies | Allows you to manage knowledge sources, search rules, and personas for AI agents using generative replies. | |
| Entities | Allows you to create and manage pieces of information from end-user messages that can be used in dialogues. | |
| AI agent management | Create AI agent (Client admin role only) | Allows you to create zero-training AI agents. |
|
User management (Not available if you purchased Ultimate/AI agents - Advanced after October 7, 2024) |
User management (Client admin role only) | Allows you to create and manage user access to the AI agents - Advanced add-on. |
| Organization management (Client admin role only) | Allows you to manage details about your organization, including SSO integration. |
Accessing help and resources
From within the AI agents - Advanced add-on, you can quickly access help and resources.
To access help and resources
- In AI agents - Advanced, click the question mark icon (?) in the top-right corner.
- Select one of the following resources:
- Visit our knowledge base: Opens the Using AI agents - Advanced section of the help center, where you can browse all available articles.
- What’s new: Opens the What’s new in Zendesk category of the help center, where you can read monthly roundups of the latest feature releases.
- Status page: Opens the status page, where you can see the status of the systems powering the AI agents - Advanced add-on.
- Chat with us: Opens the widget, where you can ask a question or raise a support issue with Zendesk customer support.
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