Summary: ◀▼

This article gives you an overview of AI features for support teams, including AI-powered tools for admins and agents, generative search, ticket translations, suggested macros, writing help, article and ticket summaries, and intelligent triage. It also explains AI agents for automating customer interactions across messaging, email, and web forms, with advanced options for conversation flows, API access, and analytics.

Zendesk AI is the intelligence layer of the Zendesk platform. Built on billions of points of customer-service data, Zendesk AI enhances every part of your service experience by providing AI-powered tools for agents and admins and automating customer interactions with AI agents.

Zendesk AI is the intelligence layer of the Zendesk platform. Built on billions of points of customer-service data, Zendesk AI enhances every part of your service experience by providing AI-powered tools for agents and admins and automating customer interactions with AI agents.

Zendesk offers basic AI tools and AI agent functionality in the Suite. For more robust AI-powered tools, you can purchase the Copilot add-on.

This article provides an overview of Zendesk AI offerings, which include features to assist your agents, admins, and customers. See Turning Zendesk AI features on or off to manage AI features in your account.

This article contains the following sections:
  • Empowering your team with AI-powered tools
  • Automating customer interactions with AI agents

Empowering your team with AI-powered tools

Zendesk AI is the intelligence layer of the Zendesk platform. Zendesk AI enhances every part of your service experience for your agents and admins. Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.

Table 1.
Offering Description
Zendesk AI features

(included in Suite)

AI-powered tools included in the Suite to help you and your team:

  • Admin copilot, which includes AI-powered insights, recommendations, and conversational assistance.
  • Generative search
  • Quick answers
  • AI ticket translations
  • Suggested macros
  • Generative AI writing tools for the ticket interface and Knowledge
  • AI translations for articles
  • AI-generated article summaries
  • AI-generated ticket summaries
  • Intelligent triage classifications (topic, sentiment, language, and entities)
Zendesk Copilot

(add-on for purchase)

Zendesk Copilot is a set of powerful artificial intelligence (AI) tools that are purpose-built for the customer service experience. Copilot provides proactive AI assistance, including relevant insights, helpful guidance, and automated actions, to help service teams deliver resolutions.

For a complete list of features, see Getting Started with the Zendesk Copilot add-on.

Automating customer interactions with AI agents

Zendesk AI agents can automate many customer interactions by resolving complex issues across channels. Zendesk offers AI agent functionality in Suite with usage measured through automated resolutions.

Table 2.
   
AI agents

(included in Suite)

Zendesk AI agents are AI-powered chatbots that interact with your customers on messaging, email (including API and web form), and voice (EAP) channels. They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.

See Getting started with AI agents.
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