I am using the out of the box Zendesk AI Agent (Chatbot, Flow Builder) with the GenAI enabled. Its having trouble handling an initial question of just “Hi” or “Hello”, “Good Morning”. It responds as if it need clarification. Do I need to setup my own intents for that type of chatter?
What's the best way to deal with this type of chit-chat? My last solution included this as part of its “library”.
Best answer by Zendesk13
Hi Michael, I agree it may not be very straightforward to set this up and simulate a ‘natural’ conversation.
One solution is indeed having a specific flow just to deal with greetings: it will greet the user and then ask for input while presenting the most common topics (flows)…
…Alternatively, just asking ‘how can I help?’ and selecting the Greeting intent might do the trick:
Depending on how things are set up, users might write ‘hello’, submit (triggering the greeting flow), and then submitting their query… So I would keep it very simple and to test beforehand and see how it would work (if you already use a conversational channel, check how your users started conversations and use those real examples to test it).
But having something as simple as in the screenshots below will already override the bot's clarification message, which is better than nothing :-)
Curious to see how others are handling these situations, always happy to brainstorm!
Hi Michael, I agree it may not be very straightforward to set this up and simulate a ‘natural’ conversation.
One solution is indeed having a specific flow just to deal with greetings: it will greet the user and then ask for input while presenting the most common topics (flows)…
…Alternatively, just asking ‘how can I help?’ and selecting the Greeting intent might do the trick:
Depending on how things are set up, users might write ‘hello’, submit (triggering the greeting flow), and then submitting their query… So I would keep it very simple and to test beforehand and see how it would work (if you already use a conversational channel, check how your users started conversations and use those real examples to test it).
But having something as simple as in the screenshots below will already override the bot's clarification message, which is better than nothing :-)
Curious to see how others are handling these situations, always happy to brainstorm!
Pedro is indeed right in terms of how that needs to be setup. Which unfortunately is a bit cumbersome and time-consuming. Especially as you're not going to be able to capture all the ‘small talk’ phrases to respond to.
Another alternative, albeit a bigger change, is to use something like My AskAI (Zendesk marketplace) to replace Zendesk's AI with something else. We can handle small talk without any additional setup from yourselves, and your AI agent can deflect ~70% of support tickets once it's been trained on your help docs.
Check out the marketplace listing to find out more, or happy to answer any other questions you have here.
I ran into the same problem and ended up using a similar solution. It's completely absurd that a conversational AI bot can't manage even the most basic and banal greetings. It's shocking how feeble and non-functional the Zendesk AI offerings are at this point in 2024.
Hey all, I just created this feature request to help with this. Go vote it up!
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