Overview of OpenAI within Zendesk Services

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. Because OpenAI data centers are currently located in the United States, your data will be processed in the United States if you use any Zendesk features or functionality powered by OpenAI.

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

At this time, features powered by OpenAI 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).

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	Enabling & Disabling	OpenAI Data Retention
Generative AI for Agents: Summarization and Text Enhancement, which includes the following capabilities: Ticket summarization Expanding agent comments Shifting tone to be more formal or friendly	Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on.	Currently disabled by default if signed up for the EAP. Can be enabled in the Admin Center.	Zero Data Retention: OpenAI will not retain any input data after delivering the output.
Generative AI for Bots: Generative Replies	Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on.	If signed up for the EAP: Disabled by default for all existing bots. Enabled by default for all new bots. Can be enabled or disabled in the Admin Center. Admin must publish the bot before the setting becomes active.	Zero Data Retention: OpenAI will not retain any input data after delivering the output.
Generative AI for Bots: Bot Persona	Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on.	Currently disabled by default if signed up for the EAP. Can be enabled in the Admin Center.	Zero Data Retention: OpenAI will not retain any input data after delivering the output.
Generative AI for Knowledge Base	Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on.	Enablement linked to enablement of Summarization and Text Enhancement.	Zero Data Retention: OpenAI will not retain any input data after delivering the output.
Generative AI for Voice	Currently available as an EAP. When the EAP ends, availability will be limited to customers who purchase the Advanced AI Add-on.	Currently disabled by default if signed up for the EAP. Can be enabled in the Admin Center. Voice recording must be turned on in order to use this feature.	Zero Data Retention: OpenAI will not retain any input data after delivering the output.