AI agents, or bots, are revolutionizing customer service by providing quick and accurate responses to clients' questions. They analyze available information to generate precise answers, enhancing client autonomy and satisfaction.
How does that work in Zendesk?
Though Zendesk captures these interactions, they are not being logged as tickets, creating a blind spot in service delivery. Agents will struggle to retrieve these interactions. But why would an agent need access to discusssions? Sometimes customers claim that the bot said somethin that doesn't add up, you might want to check the interaction with the bot. As it can mean that your bot is using outdated informmation or the customer is making something up.
And what is the purpose of the "Bot History Viewer"?
To address the issue of inconstistency in bot cinteractions, we've developed the Bot History Viewer. This tool captures and organizes past interactions with AI agents, giving agents access to valuable insights. With the Bot History Viewer, agents can provide more personalized and effective support.