How can I identify the user or create a ticket for an unresolved conversation?

Question

I reviewed AI agent conversation transcripts but want additional information about the user involved in an unresolved conversation. How can I identify the user or create a ticket for an unresolved conversation?

Answer

It's not possible to extract user-specific data from unresolved AI agent sessions. The transcript is designed to offer insights into the user interactions with the AI agent. The information in the transcript should help you identify knowledge gaps and areas for improvement.

Conversation transcripts aren't intended to supply specific user information for the purpose of proactive outreach. The focus of improvement areas to help with automated resolutions does not rely on user details. Instead, it's encouraged that you review the conversation transcripts, then optimize your articles and conversation flows or send feedback to Zendesk on automated resolutions to improve your users' experience with AI agents.

For more information, see the article: About automated resolutions for AI agents.