Zendesk AI overview

Attention: You must have the Advanced AI add-on to use some of the features described in this article.

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, from smarter conversations and bots, to productivity tools for agents, to new insights and instant actions for admins.

This article contains the following topics:

• Zendesk AI at a glance
• Achieving your business goals with Zendesk AI

Zendesk AI at a glance

Zendesk offers two levels of AI functionality to meet your business needs:

• Zendesk AI, included with Suite Professional and Enterprise plans
• Zendesk Advanced AI, available as an add-on for Suite Professional and Enterprise plans

The table below summarizes the features included in each level.

	Bots	Agent assistance	Intelligent workflows
Zendesk AI Included with Suite Professional and Enterprise	Standard bots (formerly known as Answer Bot and Flow Builder)	Suggested macros for agents Knowledge in the context panel	Content Cues for content managers Semantic search in the help center
Zendesk Advanced AI Available as an add-on for Suite Professional and Enterprise	Advanced bots that come pre-trained to understand top customer issues	Intelligence in the context panel	Intelligent triage Macro suggestions for admins

Achieving your business goals with Zendesk AI

The features included with Zendesk AI help you:

• Manage high volumes without adding staff. Bots immediately understand which type of issue your customer is having and can solve common issues without an agent getting involved. Bots can also power smoother handoffs to agents by gathering key information about customers, including the issue type and important customer context. See About Zendesk bots.
• Give agents the right macros to find a resolution. Agents can communicate with customers quickly, all from their centralized workspace. See Using suggested macros.
• Guide agents to solve customer issues faster. For more complex issues that a bot can’t address, Zendesk AI guides your agents to solve requests faster based on content from your help center. See About Knowledge in Agent Workspace.
• Discover opportunities to improve your knowledge base. AI-powered support topic identification automatically reviews incoming Support tickets and identifies common questions and keywords. It also identifies your top performing and underperforming help center articles. See Understanding Content Cues.
• Generate the most accurate search results possible. Semantic search in the knowledge base captures the meaning of search queries, helping end users and agents search for and locate content without prior knowledge of the exact keywords to use. See About semantic search and how it works.

With Zendesk’s Advanced AI add-on, you can go even further:

• Contain costs more effectively. Automatically deflect a greater share of customer queries and reduce the need to staff agents to keep up with periods of high demand.
• Build better bot experiences for your customers in minutes. Our advanced bots immediately understand and can solve your customers’ top issues, right out of the box, with no manual training needed.
• Eliminate the work and cost of manual triage. Zendesk AI immediately classifies incoming customer requests, so you can free up team capacity and reduce operating expenses.
• Instantly route and prioritize requests related to revenue drivers. Ensure agents are working on business-critical issues, like billing issues or questions from unhappy VIPs.
• Use reporting and analytics to better understand your customers and operations. Collaborate across departments, identify areas of opportunity, and continuously improve how you deliver service.
• Automatically guide agents on how best to solve customer issues in real time. Use valuable insights to improve agent coaching and training and onboard new agents faster.

For more information on the Zendesk Advanced AI add-on, see About Zendesk Advanced AI.