Understanding Zendesk's Intent and Sentiment Features

This guide will help you understand how Zendesk utilizes its intent and sentiment features, both of which are powered by AI. By following the steps outlined in this guide, you will learn how to navigate Zendesk to analyze sentiment and intent in customer communications.

To begin, you can send an email to see how Zendesk processes intent and sentiment. This feature comes pre-installed and operates automatically.

After sending your email, you can locate your ticket within Zendesk. This is important for tracking how the system interprets your communication.

Once you find your ticket, you can assign it to yourself for further analysis. This allows you to monitor the sentiment and intent associated with your communication.

As you review the ticket details, you will notice that Zendesk provides sentiment tags. In this case, it recognizes a negative sentiment with high confidence.

Alongside sentiment analysis, the system also assesses intent. You may see a low confidence level regarding the intent, indicating that while the system identifies a transaction, it doesn't fully understand the context.

Finally, you can review the overall interpretation of your communication, including how the system perceives the tone and intent of your message.

By following the steps outlined in this guide, you should now have a clear understanding of how to use Zendesk's intent and sentiment features. You can effectively monitor customer interactions and gain insights from the automated analysis provided by the platform.