Zendesk Advanced AI is a set of features that expand on the AI offerings already built into the Zendesk Suite. It’s available as an add-on for Suite and Support Professional and above plans, allowing you to achieve even more of your business goals, like increased cost savings, improved customer interactions, reduced agent onboarding time, and more.
This article answers the following questions:
What is Advanced AI?
Zendesk Advanced AI is a set of powerful artificial intelligence (AI) tools that are purpose-built for the customer service experience.
The following features are included in Zendesk Advanced AI:
How does Advanced AI work?
The Zendesk Advanced AI add-on works across your entire customer service experience. The advanced features included in the add-on allow you to get faster value out of AI.
Watch the demo video below to see some of the Advanced AI features in action, or read on for information about the features included in the add-on.
Intelligent triage
Intelligent triage uses intent detection, language detection, and sentiment analysis to classify incoming requests and allow teams to power workflows based on these insights.
What it does:
- Eliminates manual triage by automatically categorizing incoming requests with the customer’s intent, language, and sentiment, saving 30-60 seconds on each request.
- Powers automated routing workflows that send incoming requests to the appropriate agent the first time.
- Automates responses to customers that allow them to self-serve and solve their own requests.
- Proactively requests missing information so agents can save time and manual effort.
- Gives you deeper reporting insights to better understand your customers and optimize your operations.
For more information, see About intelligent triage.
Auto assist
Auto assist uses a large language model (LLM) to understand the contents of submitted tickets and make suggestions to your agents on how to solve them. It can also automatically perform actions that have been approved by an agent. With auto assist, agents spend less time on repetitive tickets, solve tickets in a more consistent way, and ultimately close more tickets.
What it does:
- Lets agents spend less time on repetitive tickets by following automatically generated guidance from auto assist.
- Guides agents to solve tickets more consistently based on admin-configured procedures.
- Takes actions on behalf of the agent after the agent has reviewed and approved them.
For more information, see Using auto assist to help agents solve tickets.
Suggested first replies
Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.
What it does:
- Increases first response times by giving agents the right words to get the conversation started, ultimately helping them resolve customer requests more quickly.
For more information, see Using AI to generate a first reply in a ticket.
Ticket summaries
Ticket summaries recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
What it does:
- Gets agents up to speed quickly with a ticket by recapping all the public comments that have been added to the ticket so far.
For more information, see Summarizing ticket comments using generative AI.
Enhance writing
Enhance writing automatically improves the content of agent comments and help center content in different ways.
What it does:
- Expand: Rephrases the content of an agent comment or selected help center content with additional language.
- Make more friendly: Changes the tone of an agent comment or selected help center content so that it sounds more conversational.
- Make more formal: Changes the tone of an agent comment or selected help center content so that it sounds more professional.
- Simplify (help center only): Changes the content of selected help center content to be clearer and more concise.
- Summary (help center only): Displays a concise description of a help center article’s content.
For more information, see Enhancing ticket comments using generative AI, Using generative AI to expand and enhance help center content, and Using the new article editor with generative AI article summaries.
Generative AI for agents
The expand and tone shift features in the Agent Workspace composer help agents be more productive while still providing a high level of customer service. Agents can click a button to expand their reply from a few words to a full response, or change the tone of their reply to make it more friendly or more professional.
What it does:
- Decreases the time agents need to craft a response to a customer request.
- Turns brief bullet points into a comprehensive response that addresses a customer need.
- Enhances the tone of agent responses to maintain brand consistency across your support team.
For more information, see Expanding a comment you're composing and Changing the tone of a comment you're composing.
Merging suggestions
Merging suggestions is a feature available in the Intelligence section of a ticket’s context panel. Based on the ticket an agent is viewing, the panel displays tickets submitted by the same requester two weeks before and after the current ticket was created.
What it does:
- Proactively identifies tickets to be merged into the ticket an agent is currently working on, helping them solve multiple customer requests at once.
For more information, see Merging related tickets based on suggestions.
Quick answers for Agent Workspace
Quick answers for Agent Workspace provide AI-generated answers to agents’ searches within Knowledge in the context panel. Agents can then copy the answer directly into the ticket or click the link to the source article that contains the generated answer.
What it does:
- Automatically generates answers to questions that agents search for in the Knowledge section of the context panel, saving them valuable time.
- Lets agents quickly share generated answers with customers with just a few clicks, increasing resolution times and satisfaction ratings.
For more information, see Using quick answers for Agent Workspace.
Macro suggestions for admins
Macro suggestions for admins are AI-powered suggestions for new shared macros that admins can create to make their agents more effective.
What it does:
- Offers suggestions to create shared macros to help agents respond faster and more consistently.
- Identifies knowledge gaps in macros and optimizes to provide the most relevant response.
- Reduces the time spent on analysis and promotes seamless collaboration between teams.
For more information, see Creating macros from macro suggestions.
Autoreply and internal note trigger actions
The autoreply and internal note trigger actions work with intelligent triage to automate responses to customer requests or provide internal guidance to agents based on AI predictions about intent, language, and sentiment. You can use the autoreply trigger action to create custom responses to customer email requests. You can use the internal note trigger action to automatically add an internal note to submitted tickets that meet certain conditions.
What it does:
- Automatically deflects a greater share of customer queries, freeing agents up to work on more complex customer requests.
- Provides agents with helpful process reminders or other information, speeding up agent onboarding and supporting ongoing training.
For more information, see Adding a public comment to a ticket using a trigger and Adding an internal note to a ticket using a trigger.
Generative AI for voice
Generative AI for voice allows you to transcribe and summarize voice call recordings in Zendesk Talk using generative AI. This frees up agents from having to manually write call notes during and after a call. Instead, they can focus directly on solving customer problems and move efficiently from call to call.
What it does:
- Automatically converts call recordings to text and saves the transcript to the ticket conversation log for added context after a call ends.
- Creates a concise, AI-generated summary of the call transcript and saves the summary to the ticket conversation log.
For more information, see Using generative AI to create call summaries and transcripts on tickets.
Why should I use Advanced AI?
The Zendesk Advanced AI add-on helps you effectively scale your customer service when resources are stretched thin. Our AI models are pre-trained and purpose-built for customer service. Our intent model leverages Zendesk datasets representing years’ worth of data and a wide range of use cases.
Because we've done the heavy lifting, you get robust AI capabilities—including intelligent workflows, agent assistance and productivity tools, and machine learning predictions—all from one platform.
Even better, these tools are ready to go from day one. No need to waste months training a model, no need for developer or data science resources, and no concerns that your AI investment won't produce actionable results.
Who can use Advanced AI?
The table below summarizes the requirements to use the Zendesk Advanced AI add-on and its included features.
| What's available | Requirement type | Requirement details |
|---|---|---|
| Advanced AI add-on | Plan type |
|
| Industry This requirement applies only to intent predictions for intelligent triage. You may still buy the Advanced AI add-on without being in one of the listed industries, but you won’t be able to use intent predictions. |
|
|
| Intelligent triage | Plan type, industry, ticket volume, language distribution, and model fit | |
| Auto assist | Instance-level |
|
| Suggested first replies | Instance-level |
|
| Ticket summaries | Instance-level |
|
| Enhance writing | Instance-level |
|
| Merging suggestions | Instance-level |
|
| Quick answers for Agent Workspace | Instance-level |
|
| Macro suggestions for admins | Ticket volume |
|
| Autoreplies and internal note trigger actions | Instance-level |
|
| Generative AI for voice | None |
|
How do I turn Advanced AI on?
To get started with the Zendesk Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.
Where can I learn more?
For more about Zendesk’s Advanced AI offerings, see Resources for Zendesk Advanced AI.
To hear what we’re thinking around AI, see the Artificial intelligence section of the Zendesk Blog.