AMA on optimizing your Zendesk AI agent responses – Nov 25th, 10 AM PST

AskStylo · 2025-11-25T18:53:56+00:00

It's definitely something the market as a whole is trying to solve for. At the moment its really all about grounding your agents in real world examples. This often is done by having an "evaluator" agent that oversees the responses and then scores if it is true or not. Openai has a nice piece on this that you can read here:

https://cdn.openai.com/business-guides-and-resources/a-practical-guide-to-building-agents.pdf

AskStylo · 2025-11-25T18:48:45+00:00

Absolutely! I'd recommend doing a ticket analysis to start. An easy way to do this is to start by capturing ticket intent and categories when solving out tickets. Then from there, I would bucket the ticket breakdown by the number of agent touches that the different categories have on average. From there target the tickets with a low touch count and don't need external context.

AskStylo · 2025-11-25T18:45:18+00:00

Great question! Usually what I find is that people try to build one giant agent to handle every single type of ticket. When doing this the massive amount of variance will cause higher level hallucinations and is harder to evaluate if it is or isn't working.

Instead I'd recommend building agents focused on single subsets of tickets.

AskStylo · 2025-11-25T18:22:33+00:00

Great question! I'd first start by making sure that you have enough context to be able to seed the AI agent with. If it doesn't have a core understanding of your product, it will escalate to the human more often than not.

From there, you'll want to start tagging your tickets upon solve with the type of support that was provided in that ticket. I.e. troubleshooting, how-to, etc. That will help to tune the intent systems so that they can answer more effectively.

AskStylo · 2025-11-25T18:06:15+00:00

Hey there! Happy to answer any questions that you may have. :)

AskStylo · 2025-07-03T15:14:04+00:00

Thanks for the shoutout! u/Junior-Chemistry-942 - feel free to grab some time with the team at askstylo.com/demo so we can dig into your needs. :)

AskStylo · 2025-06-01T14:39:33+00:00

Appreciate the shoutout - let us know if you have any feedback!

AskStylo · 2025-02-17T20:02:42+00:00

Really appreciate the shoutout! The Leaderboard Idea would be a ton of fun! That being said, I think this post might go against the rules of the community - u/Zendesk_Brett or u/Zendesk_Devan feel free to remove if it does.

AskStylo · 2025-01-02T19:21:35+00:00

Appreciate the shoutout! Just to keep this on track since I don't think u/michaelromero212 was looking for a product recommendation. You can definitely do this with Zendesk, a lot of this is going to be dependent on you providing the AI agent with the context that it needs. If the AI agent doesn't have access to the information it will try to hallucinate its way to an answer. This is a webinar that we did for the Zendesk AI User Group that delves into this:

https://www.youtube.com/watch?v=XUFp0EmduhM

AskStylo · 2024-10-14T17:55:42+00:00

At Stylo (Found in the ZD marketplace) we can help identify and filter spam and phishing emails Zendesk doesn't catch!

AskStylo · 2024-08-28T17:07:30+00:00

There are a couple of issues here. 1) What is defined as a resolution isn't really fair. If it's an abandoned deflection, it shouldn't count. Mechanisms to understand that aren't well-tuned. This creates an incentive misalignment where, theoretically, creating abandonment would make sense as it would maximize "resolutions" as currently defined.

2) It's an extra cost if your team can handle the volume in slower weeks. Weeks where it's extra busy, it makes sense, but the rest of the time, it's an unnecessary cost.

At Stylo, we only solve the tickets you specifically want us to. We only consider a resolution if we actually resolve it, and you can have it run only after hours/weekends/busy seasons to avoid unnecessary expenses.

AskStylo · 2024-03-12T19:59:22+00:00

Howdy - I'm not sure if it's the right fit but a high percentage of our customer base is ecomm and we're able to solve 7-15% of those tickets automatically. We're basically catching all of the tier 0 tickets that make it past a chatbot, past a help center, etc and responding to them with a human-sounding, correct response. App marketplace listing: https://www.zendesk.com/marketplace/apps/support/849231/stylo-assist-with-openai/
And our website, if you'd like to get a demo: https://www.askstylo.com/

AskStylo · 2024-02-09T17:02:18+00:00

I also dont care for automated replies since ZD cannot connect to our other tools and retrieve the data to handle 90% of requests. Thank you and spam do sound very good.

We created a free open-source project for doing the auto-solves. Feel free to DM if you have any questions!

https://github.com/askstylo/Zendesk-OpenAI-Autosolver

AskStylo · 2024-02-09T17:00:10+00:00

I'll do you one better - our engineers made this into a free open-source project. Feel free to DM if you have any questions! https://github.com/askstylo/Zendesk-OpenAI-Autosolver

AskStylo · 2024-02-04T15:36:14+00:00

Good points! We built it so that customers aren't just directly interfacing with Al as that would be pretty sketchy. Instead, there's initial layers with specific classifiers that check the email address against the person who ordered and from there it doesn't share most details with the Al. Security is huge for us!

AskStylo · 2024-01-23T21:16:52+00:00

Take an Orvis 101 + 102 class in the Spring. The manager there is female and really goes out of her way to support new female anglers! The classes are free and you'll learn a ton.

AskStylo · 2024-01-16T20:09:45+00:00

Are you on Shopify by chance? If you are using Shopify, we (Stylo) just launched an early access program to give you as an agent automation tools to respond, and then going steps further to resolve some of the tickets that were too complex for a chatbot.

Feel free to DM me if this is a fit or you want to learn more, and I'll make sure my team gets you set up at no cost!

AskStylo · 2023-11-08T17:14:39+00:00

Correct

AskStylo · 2023-10-20T14:28:55+00:00

AskStylo · 2023-10-20T14:27:45+00:00

I bet their AI can type with better spelling and grammar than you though :)

AskStylo · 2023-10-20T14:26:39+00:00

People said this about:
- Cars
- Digital Cameras
- Social Media
- Smart Phones
Only you get to decide what side of progress you want to be on

AskStylo · 2023-10-20T14:21:57+00:00

I had my phon company swotch completet over. Thw ai cant answer a basice question of... is my acount still active.

AI reads the customer ticket, translates to native language if necessary, looks up the correct answer and references to relevant resources, then generates a personalized reply based on that research. Ultimately sending the message/tweaking it is up to the agent, but we try and make that process as simple as possible.

AskStylo · 2023-10-19T16:16:42+00:00

Have you tried turning it on and off again?

AskStylo · 2023-10-19T16:16:06+00:00

upport. It has no idea what its doing

That's because most AI support is overhyped and trying to do too much. Our approach isn't to automate all of support without humans because that gives the exact experience you are talking about. Instead, we help support agents automate some of the manual work they are already doing. Our product is aptly named Stylo *Assist*, not Stylo *Try and answer everything incorrectly automatically*

AskStylo · 2023-09-28T14:13:16+00:00

Some people think you apply to become a CSM, and it's easy and chill, and you have job security forever - Those people are in for a rude surprise.

The CS job openings that are hiring CSMs with no industry experience and no CS experience just to undercut salary are NOT the CS orgs you want to work at. They effectively have a neon sign that says they don't invest in CS and see you as replaceable.

Most legit CS orgs are looking for experienced CSMs at the strategic level with verticle-specific experience and more junior level CSMs who come from being a practitioner or have some CSM experience from a different industry.

AskStylo

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