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.

Verified AI summary ◀▼

Enhance your service experience with AI-powered tools and AI agents. The Suite offers tools like generative search and quick answers to assist your team, while the Copilot add-on provides advanced AI assistance. Automate customer interactions with AI agents, handling complex issues across channels. Upgrade to AI agents - Advanced for enhanced capabilities, including conversation flows and detailed 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 offers basic AI tools and AI agent functionality in the Suite. For more robust AI-powered tools and advanced AI agent functionality, Zendesk offers two different add-ons.

This article provides an overview of Zendesk AI offerings, which include features to assist your agents, admins, and customers.

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 your team:
  • Generative search
  • Quick answers
  • AI ticket translations (EAP)
  • Suggested macros
  • Generative AI writing tools
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 basic AI agent functionality in the Suite, free of charge, as well as more robust capabilities in the AI agents - Advanced add-on, available for purchase.

Table 2.
   
AI agents - Essential

(included in Suite)

 Using generative AI, these AI agents can have back-and-forth conversations with your customers, across messaging, email, and web form channels, potentially resolving requests without ever requiring a human agent.

See Getting started with AI agents - Essential.
AI agents - Advanced

(add-on for purchase)

 Advanced AI agents are an upgrade to the AI agent functionality included in Suite. The add-on includes all of the same features, in addition to advanced capabilities, such as conversation flows that combine generative and scripted responses, comprehensive API access, and advanced analytics.

See Getting started with AI agents - Advanced.
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