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 with productivity tools for agents and new insights and instant actions for admins.
This article introduces you to all the AI-powered features Zendesk has to offer in the Copilot add-on. It shows you how to leverage these features to achieve your business goals, walks through the key items you need to set up the Copilot add-on, and gives you guidelines on where to find more information.
This article contains the following topics:
- Using AI to empower agents and improve efficiency
- Using AI to route tickets and provide faster service
- Using AI to strengthen your knowledge base and deliver answers
Related articles:
Using AI to empower agents and improve efficiency
Your agents have a lot on their plates these days. Give them the tools they need to succeed right out of the gate with a roundup of AI-derived intelligence, such as a ticket summary and user sentiment, in an easily accessible side panel.
You can save them time in other ways, too. Proactively suggest tickets they can merge together to solve multiple customer requests at once. Or for agents who take calls, give them tools that automatically transcribe and summarize the content of the call they just finished, saving them precious wrap-up time.
Auto assist is an AI-powered assistant that helps agents solve tickets faster. 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.
Benefits
- Spend less time on repetitive tickets by following automatically generated guidance from auto assist.
- Solve tickets in a more consistent way based on admin-configured procedures.
- Take actions on behalf of the agent after the agent has reviewed and approved them.
Prerequisites
- You must have configured procedures and (optionally) actions.
Show me how
- Using auto assist to help agents solve tickets
- Turning on and configuring auto assist
- Creating and managing procedures for auto assist
- Creating and managing actions for auto assist
- Workflow recipe: Canceling and refunding a Shopify order with auto assist
- Explore recipe: Reporting on the auto assist feature of agent copilot
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.
Benefits
- Increase first response times by giving agents the right words to get the conversation started, ultimately helping them resolve customer requests more quickly.
Show me how
Ticket summaries, intelligent triage predictions, and enhanced suggested macros work together to give agents AI-powered insights and suggestions to help solve the customer’s issue faster.
Benefits
- Get agents up to speed quickly with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far.
- Give agents access to insights on customer intent, sentiment, and language to find the best resolution quickly.
- Suggest the most relevant macros to apply so agents can respond and solve issues faster.
Prerequisites
- You must be using intelligent triage and (optionally) suggested macros.
Show me how
Agents can use the expand feature in the composer to save time while responding to a customer. Additionally, agents can change the tone of their comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.
Benefits
- Decrease the time agents need to craft a response to a customer request.
- Turn brief bullet points into a comprehensive response that addresses a customer need.
- Enhance the tone of agent responses to maintain brand consistency across your support team.
Show me how
Suggested macros help agents find existing macros to apply to a ticket based on the content of that specific ticket.
Benefits
- Give agents the right macros to quickly find resolutions for customers, all from their centralized workspace.
Prerequisites
- Your account must have enough macro usage data.
Show me how
More information
Merging suggestions identify tickets that can be merged with the ticket the agent is currently working on. These suggestions appear in the context panel within a ticket.
Benefits
- Proactively identify tickets to be merged into the ticket an agent is currently working on, helping them solve multiple customer requests at once.
Show me how
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.
Benefits
- Automatically convert call recordings to text and save the transcript to the ticket conversation log for added context after a call ends.
- Create a concise, AI-generated summary of the call transcript and save the summary to the ticket conversation log.
Prerequisites
- You must have the Copilot add-on.
Show me how
Using AI to route tickets and provide faster service
Generally speaking, the faster service you provide, the happier your customers will be. Use Zendesk’s AI features to quickly route tickets to the right agents the first time, saving an average of 45 seconds per ticket compared to manual triage. Even better, deflect easily answered tickets altogether, giving your agents time to focus on more complex customer interactions.
Plus, supply agents with the right words to address commonly asked customer questions quickly. You can even give them a helping hand with just-in-time internal guidance about how to handle tricky tickets.
Using intelligent triage, you can automatically route Support and messaging tickets to the right teams based on what the ticket is about (its intent), the language it's written in, whether the customer's message is positive or negative (its sentiment), or a combination of all three.
Benefits
- Eliminate manual triage by automatically categorizing incoming requests with the customer’s intent, language, and sentiment, saving 30-60 seconds on each request.
- Power automated routing workflows that send incoming requests to the appropriate agent the first time.
- Automate responses to customers, allowing them to self-serve and solve their own requests.
- Proactively request missing information so agents can save time and manual effort.
- Get deeper reporting insights to better understand your customers and optimize your operations.
Show me how
- Automatically detecting customer intent, language, and sentiment
- Choosing a routing method for automatically triaged tickets
Examples
Best practices
More information
Autoreplies with intelligent triage let you create custom responses to customer email requests based on AI predictions about intent, language, and sentiment. You build autoreplies with intelligent triage using the Autoreply trigger action.
Benefits
- Automatically deflect a greater share of customer queries, freeing agents up to work on more complex customer requests.
Prerequisites
- You must be using intelligent triage.
Show me how
Macro suggestions for admins makes it easier to determine which macros will be most useful for your agents and end users. This feature suggests new macros that admins might want to create based on repeated content from all agent replies in your account.
Benefits
- Receive suggestions to create shared macros to help agents respond faster and more consistently.
- Identify knowledge gaps in macros and optimize them to provide the most relevant response.
- Reduce the time spent on analysis and promote seamless collaboration between teams.
Show me how
More information
You can create a trigger that automatically adds an internal note to a submitted ticket that meets certain conditions. For example, you could configure a trigger to look for tickets with a negative sentiment and add an internal note that gives the agent information about handling or escalating delicate customer service situations.
Benefits
- Provide agents with helpful process reminders or other information, speeding up agent onboarding and supporting ongoing training.
Prerequisites
- You must be using intelligent triage.
Show me how
Using AI to strengthen your knowledge base and deliver answers
Up-to-date knowledge is key to any successful customer service experience. Help your agents deliver the right answers based on content you’ve already created in your help center.
Create new content quickly and easily with AI tools that help you expand on points, choose the right tone, and simplify word choice.
In the help center, the expand feature helps you quickly and efficiently create expanded content for articles and content blocks. You can change the tone of the content you’re writing to make it either more conversational or more professional, depending on your company’s brand. You can also simplify your content to make it easier to read.
Benefits
- Create articles from short notes or bullet points to speed up content creation.
- Apply a consistent brand voice across your help center content.
- Simplify your articles by removing unnecessary words that slow down reader comprehension.
Show me how