Announced on Rollout starts Rollout ends
September 1, 2026 September 1, 2026 September 10, 2026

Today, we're announcing that Zendesk voice AI agents are generally available. Voice AI agents are a native, agentic automation solution for the voice channel. They enable natural, real-time phone conversations, handling calls end to end and transferring customers to human agents when needed.

When a call is transferred, the associated ticket includes the conversation history and context, helping the human agent continue the conversation without asking the customer to repeat themselves

Following the early access program (EAP) that began in February 2026, voice AI agents are now available to all eligible customers, with no sign-up required.

Note: Voice AI agents are not available with Talk Partner Edition. Support for Zendesk Contact Center is planned for a future release.

This announcement includes the following topics:

  • What's changing?
  • Why is Zendesk making this change?
  • What do I need to do?

What's changing?

All Zendesk customers with voice (Talk) can now build and assign generative voice AI agents to Zendesk voice phone lines, automating routine phone support and handling more sophisticated workflows powered by generative procedures, integrations, and real-time data access.

Key capabilities

  • End-to-end voice automation, from greeting and intent capture through resolution and wrap-up.
  • Natural, real-time conversations that let customers speak freely and receive immediate responses.
  • Native voice integration, so you can assign AI agents directly to your existing phone lines without making telephony changes.
  • Seamless escalation to human agents through omnichannel or native voice routing. The associated ticket includes the full transcript, AI-generated summary, and detected intent, so agents can start with context.
  • Generative procedures and actions, including API calls, database lookups, ticket field and tag updates, SMS messages, public email replies, and ending calls.
  • Browser-based testing widget that lets you test an AI agent end to end from the AI agents workspace without placing a real call.
  • AI agent call recordings posted to the associated ticket, where they can be played alongside the transcript and summary.
  • Multilingual support for conversations in 53 languages, with language-specific voices, locales, and accents.
  • Ticket for every call connected to an AI agent, including a transcript and summary for tracking, reporting, and transfers.

Availability and pricing

Voice AI agents are available to Zendesk customers with voice. Usage is billed based on:

  • Automated resolutions: You pay only for confirmed resolutions. See About automated resolution tiers and Managing resolution allowances.
  • Voice minutes and AI agent connection charges: Standard telephony rates apply, and there is also a charge for the time the AI agent is on the call. See Zendesk Talk number availability and pricing.
  • AI agent call recordings: Recordings are billed per minute at the standard call recording rate and are visible in your Usage dashboard. You can turn off AI agent call recording in your call recording configuration; transcripts and summaries will still be added to the ticket.

Information for existing EAP participants

Following the rollout, your account will automatically convert to GA. Your billing, setup, and AI agents will remain unchanged, so no action is needed on your part.

We are introducing an upgraded ticket experience aligned with other channels and integrated with AI agent tickets. Although this functionality debuts with GA, existing EAP participants are excluded from the initial release as it may necessitate workflow adjustments. Our team will reach out in the coming weeks to assist you with adopting and leveraging this enhancement.

Important: Voice AI agents are not intended for evaluating or classifying emergency calls, or for emergency dispatch or triage scenarios.

Why is Zendesk making this change?

Voice is a high-volume, high-expectation channel. Voice AI agents help teams offer 24/7 phone support, reduce repetitive agent work, and resolve customer requests faster. When human help is needed, agents have the context they need to continue the conversation.

What do I need to do?

  • Get started: See About voice AI agents to understand how voice AI agents work and review best practices.
  • Get building: See Creating an AI agent for voice to build, test, and activate your first voice AI agent.
  • Add languages: See Configuring multi-language support for voice AI agents.
  • Review usage: See Reviewing your voice usage charges.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

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