Once you've correctly installed (and allowed API access), Stylo will start to do a few things in your Zendesk Support instance:
- When a customer creates a ticket (via email, social media integration, Web Form, Voicemail transcription, Zendesk Messaging or Zendesk Chat, etc) Stylo's AI integration runs in the background, reading each message to understand the person's intention and emotion. You don't really 'see' this event happening, as it's being processed externally from your Zendesk UI - and it happens instantly when the ticket is created or updated.
- On the right side of the ticket in the app window, you'll notice 3 scores that update each time the customer creates/updates the ticket with messages. These show the frustration, urgency, and delight ratings - as well as predictive CSAT rating available on the left side in a ticket field. P-CSAT needs a few interactions to calculate correctly, so don't be surprised if it seems a bit off on the first message:
- On the left hand side of the screen you'll see a unique form that has new custom Stylo fields. While the app window scores are more of a visual representation to show your agents something they might be missing (sarcasm can be hard to catch sometimes :), the custom fields are more of a functional benefit for an administrator that might be setting up business rules, escalations, or reporting on scores: