As detailed in the Sub-processor Policy, Zendesk engages OpenAI, L.L.C. ("OpenAI") as a sub-processor to support certain features and functionality within the Zendesk Services.
Important information about OpenAI
Data Processing and Hosting
OpenAI processes data to provide certain generative AI functionality within the Zendesk Services.
Please note that Zendesk leverages OpenAI’s 'Zero Data Retention' model for current OpenAI-powered features, meaning no data will be stored by OpenAI following the delivery of the output. See the table below for more information.
Healthcare Data
Features powered by OpenAI which are available through an Early Access Program (EAP) or Beta are not covered under Zendesk’s Advanced Compliance offering, and may not be used to process Protected Health Information (PHI) by healthcare customers subject to the Health Insurance Portability and Accountability Act (HIPAA).
For more information about HIPAA enablement for OpenAI powered features, please see Advanced Compliance and Security Configuration Requirements for HIPAA or HDS Enabled Accounts on Zendesk.
Compliance with OpenAI Policies
Use of Zendesk Services powered by OpenAI is subject to compliance with the OpenAI usage policies set forth at https://openai.com/policies/usage-policies. Please note that OpenAI requires disclosure to users who are interacting directly with an AI system. If you are using Generative AI for Bots, you may be able to comply with this requirement by appropriately naming your Bot or by configuring an appropriate automated greeting message.
Accuracy
OpenAI outputs are computer-generated and not human-generated, and may produce inaccurate outputs. Zendesk does not guarantee the accuracy of these outputs.
Zendesk Services powered by OpenAI
Zendesk Services currently powered by OpenAI are described below:
OpenAI-Powered Service | Availability |
Generative AI for Agents: Summarization and Text Enhancement, which includes the following capabilities:
|
Availability is limited to customers who purchase the Advanced AI Add-on. |
Generative AI for Bots: Generative Replies |
Available to all customers whose subscription includes access to AI agents. |
Generative AI for Bots: Bot Persona |
Available to all customers whose subscription includes access to AI agents. |
Generative AI for Knowledge Base |
Availability is limited to customers who purchase the Advanced AI Add-on. |
|
Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on. |
Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on. |
|
Generative Search for Agent Workspace |
Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on. |
Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on. *Please note that if you participate in this EAP, the Suggested Replies functionality will be switched on by default. |
|
Agent Copilot |
Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on. |