About generative AI features in Zendesk

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

List of generative AI features in Zendesk

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

Feature	Description	LLM vendor
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	OpenAI
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	OpenAI
Ticket summaries	Recaps all public comments that have been added to the ticket so far. Summarizing ticket comments using generative AI	OpenAI
Expand ticket comment	Adds additional language to the content of an agent’s comment. Expanding a comment you're composing	OpenAI
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	OpenAI
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)	OpenAI
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	OpenAI
Similar tickets (EAP)	Lets agents see a list of similar tickets to the ticket they’re currently working on. Finding tickets similar to the current ticket (EAP)	OpenAI
Generative search for help center (EAP)	Provides answers to search queries within your help center. Generative search for help center (EAP)	OpenAI
Expand for help center article	Adds additional language to selected help center content. Expanding content you're writing	OpenAI
Simplify for help center article	Makes selected help center content clearer and more concise. Simplifying help center content	OpenAI
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	OpenAI
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	OpenAI
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	OpenAI
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	OpenAI

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