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.
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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. |
| Suggested first replies |
Suggests a first response for agents in tickets based on existing macros and help center articles. |
| Custom intents |
Classify submitted tickets using intents specific to your business needs. |
| Ticket summaries |
Recaps all public comments that have been added to the ticket so far. |
| Expand ticket comment |
Adds additional language to the content of an agent’s comment. |
| Tone shift for ticket comment |
Changes the tone of an agent’s comment so that it sounds more friendly or formal. |
| 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. |
| Similar tickets |
Lets agents see a list of similar tickets to the ticket they’re currently working on. |
| Generative search for help center |
Provides answers to search queries within your help center. |
| Expand for help center article |
Adds additional language to selected help center content. |
| Simplify for help center article |
Makes selected help center content clearer and more concise. |
| Tone shift for help center article |
Changes the tone of selected help center content so that it sounds more friendly or formal. |
| Generative replies |
Delivers automated answers in response to customer requests using information from your help center. |
| 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. |
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 |