Smart Suggestions
DZDESK's AI provides smart suggestions to help agents resolve requests faster.
Overview
Smart suggestions help by:
- Finding similar past requests
- Suggesting resolution steps
- Recommending knowledge articles
- Identifying related issues
Similar Request Detection
How It Works
When viewing a request, AI finds similar past requests:
- Analyzes title and description
- Compares with resolved requests
- Ranks by relevance
Display
Similar requests shown with:
- Title and ID
- Resolution status
- Similarity score
- Quick preview
Using Similar Requests
Agents can:
- View how similar issues were resolved
- Copy resolution notes
- Link requests together
- Identify patterns
Resolution Suggestions
Suggested Steps
Based on request type, AI suggests:
- Common troubleshooting steps
- Typical resolution actions
- Standard procedures
Example Suggestions
For "Outlook not opening":
- Clear Outlook cache
- Repair Office installation
- Create new Outlook profile
- Check for updates
Confidence Indicators
Suggestions include confidence:
- High: Frequently successful
- Medium: Sometimes successful
- Low: Worth trying
Knowledge Integration
Article Suggestions
AI recommends relevant:
- Internal knowledge base articles
- Standard procedures
- Documentation links
Automatic Search
Based on request content:
- Keywords extracted
- Knowledge base searched
- Relevant articles ranked
Pattern Detection
Recurring Issues
AI identifies:
- Repeated similar requests
- Common failure patterns
- Trending issues
Alerts
System can alert when:
- Many similar requests today
- Potential widespread issue
- Pattern matches known problem
Agent Experience
In Request View
Suggestions appear:
- In sidebar panel
- Below request details
- On-demand via button
Actions Available
| Action | Description |
|---|---|
| View | See full suggestion |
| Apply | Use suggestion |
| Dismiss | Remove from view |
| Feedback | Rate helpfulness |
Customization
Agents can:
- Expand/collapse panel
- Set suggestion preferences
- Save favorite responses
Configuration
Enabling Smart Suggestions
- Go to Settings > AI Features
- Enable Smart Suggestions
- Configure options
Options
| Setting | Description |
|---|---|
| Show similar requests | Number to display |
| Minimum similarity | Threshold percentage |
| Include closed | Search closed requests |
| Age limit | How far back to search |
Suggestion Sources
Enable/disable sources:
- Past requests
- Knowledge base
- Standard responses
- External resources
Training and Improvement
Feedback Collection
Agent feedback improves suggestions:
- Mark as helpful/not helpful
- Report incorrect suggestions
- Suggest improvements
Learning Process
System learns from:
- Which suggestions are used
- What agents modify
- Successful resolutions
Use Cases
Onboarding New Agents
New agents benefit from:
- Seeing how issues were handled
- Learning common resolutions
- Following suggested steps
Complex Issues
For difficult requests:
- Find similar resolved cases
- See what worked before
- Get expert insights
Consistent Service
Ensures:
- Standard approaches used
- Best practices followed
- Quality consistent
Best Practices
For Agents
- Review suggestions before acting
- Adapt to specific situation
- Provide feedback
- Don't rely solely on AI
For Administrators
- Monitor suggestion quality
- Review agent feedback
- Update knowledge base
- Tune similarity thresholds
Privacy and Security
Data Boundaries
- Suggestions from same tenant only
- No cross-tenant data
- Respects permissions
Sensitive Requests
- AI avoids exposing PII
- Suggestions are generic steps
- Agent applies judgment
Limitations
Not Always Applicable
Suggestions may not help when:
- Issue is unique
- Context differs significantly
- Outdated solutions
- Complex multi-factor issues
Human Judgment
Always apply:
- Professional judgment
- Contextual understanding
- Current best practices
Related Topics
- AI-Powered Classification - Request classification
- Auto Summary - AI summaries
- Search Enhancements - AI search