Across the Zendesk Suite, there are multiple features that are powered by generative artificial intelligence (AI). These features leverage large language models (LLMs) developed by third-party vendors that integrate with Zendesk.

This article lists the generative AI features available throughout the Suite, including links to more information about each feature as well as the associated LLM vendor.

This article contains the following topics:

  • List of generative AI features in Zendesk
  • About LLM vendors used by Zendesk

Related articles:

  • Zendesk AI Data Use Information
  • Getting started with Zendesk AI and Copilot

List of generative AI features in Zendesk

The table below summarizes the generative AI features offered throughout the Zendesk Suite.

Feature Description
Auto assist

Understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.

Using auto assist to help agents solve tickets

Suggested first replies

Suggests a first response for agents in tickets based on existing macros and help center articles.

Using AI to generate a first reply in a ticket

Custom intents

Classify submitted tickets using intents specific to your business needs.

Personalizing intelligent triage by creating custom intents

Ticket summaries

Recaps all public comments that have been added to the ticket so far.

Summarizing ticket comments using generative AI

Expand ticket comment

Adds additional language to the content of an agent’s comment.

Expanding a comment you're composing

Tone shift for ticket comment

Changes the tone of an agent’s comment so that it sounds more friendly or formal.

Changing the tone of a comment you're composing

Article summaries (EAP)

Displays a concise description of a help center article at the top of the page.

Using the new article editor with generative AI article summaries (EAP)

Quick answers in Agent Workspace

Provides answers to searches within the Knowledge section of the context panel.

Using quick answers for generative search in tickets

Similar tickets

Lets agents see a list of similar tickets to the ticket they’re currently working on.

Finding tickets similar to the current ticket

Generative search for help center

Provides answers to search queries within your help center.

Generative search for help center

Expand for help center article

Adds additional language to selected help center content.

Expanding content you're writing

Simplify for help center article

Makes selected help center content clearer and more concise.

Simplifying help center content

Tone shift for help center article

Changes the tone of selected help center content so that it sounds more friendly or formal.

Changing the tone of content you're writing

Generative replies

Delivers automated answers in response to customer requests using information from your help center.

Using AI to generate replies in a conversation bot

Bot personas

Determines the style of expression applied to AI-generated messages to better reflect your brand.

Using bot personas to add personality to AI-generated responses

Call summaries and transcriptions

Generates a concise summary and full transcript on the ticket for each call.

(Talk) Using generative AI to create call summaries and transcripts on tickets

(Zendesk QA) Using Voice QA

AI translations for articles (EAP)

Generates translations for articles directly within the article editor, making it easier to provide support in multiple languages.

Translating articles in your help center using AI

About LLM vendors used by Zendesk

An LLM is a type of generative AI model designed to generate human-like language based on statistical patterns learned from vast amounts of text data. Zendesk integrates LLMs into many of our features to help you deliver exceptional customer service at scale.

Currently, Zendesk integrates LLMs from the following third parties into generative AI features:

LLM vendor Data locality Usage requirements
OpenAI Zendesk leverages OpenAI’s ‘zero data retention’ endpoints, meaning request and response bodies are not persisted to any logging mechanism and exist only in memory in order to serve the request. No data is stored by OpenAI following the delivery of the output. Use of Zendesk services powered by OpenAI is subject to compliance with the OpenAI usage policies: https://openai.com/policies/usage-policies

 

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