- For customers who start using AI agents on or after April 16, 2024, pricing will be applied starting July 10, 2024.
- For customers already using Zendesk bots before April 16, 2024, new pricing will be applied on the first account renewal date after July 10, 2024.
AI agents are our next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. You have access to AI agent capabilities as part of your Zendesk Suite or Support plan, along with a baseline number of automated resolutions, which are used to calculate AI agent usage.
This article includes the following sections:
AI agents capabilities and requirements
AI agents are equipped to handle straightforward or complex queries across multiple Zendesk support channels, using the latest AI and automation tools.
While AI agents are available on all Suite and Support plans, some capabilities have additional account requirements. The table below describes the features included with AI agents and each feature’s requirements:
Feature | Description | Channel availability | Additional requirements |
---|---|---|---|
Article recommendations |
Suggest relevant help center articles based on customer queries. See Using Autoreplies in email notifications, Using autoreplies with your web forms, and Enabling Article Recommendations in Web Widget (Classic). |
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Activated features:
Zendesk products:
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Out-of-the-box AI-powered intents | Automate requests with out-of-the-box intents (no training required). Intents can be assigned to answers to help you save time and increase bot accuracy. |
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Activated features:
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Intent suggestions |
Identify commonly-asked but unanswered questions from customers to help you fill any gaps in your bot’s knowledge. See Creating answers based on intent suggestions. |
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Activated features:
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Conversation flows |
Create predetermined flows using Zendesk’s bot builder. They can be deployed through the messaging Web Widget or your mobile SDK. See Creating a conversation bot for your web and mobile channels. |
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Activated features:
Zendesk products:
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Generative replies |
Generate answers to customer queries using your Zendesk knowledge base. See Using AI-generated replies in a conversation bot. |
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Activated features:
Zendesk products:
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Bot personas |
Set the bot’s tone of voice to reflect your brand. See Using bot personas to add personality to AI-generated responses. |
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Activated features:
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API calls and integrations |
Integrate with your business systems to automate complex customer needs. See Creating API connections for a messaging bot. |
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Activated features:
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AI agent reporting the Insights dashboard |
Evaluate the performance of your AI agents to understand the impact on your business and insights on where to further optimize. See Monitoring automated resolution usage and Using the Insights dashboard to monitor bot performance. |
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Activated features:
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Autoreplies based on intelligent triage*
*Requires Advanced AI add-on |
Create custom responses to customer email requests based on AI predictions like intent, language, and sentiment. |
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Activated features:
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See About AI agents for more detailed information on these features.
Zendesk AI at a glance
In addition to AI agents, Zendesk offers more AI features as part of the Advanced AI add-on. The table below describes the features available in each package, and basic pricing information.
See About Zendesk Advanced AI for more information about the add-on.
AI agents
|
Zendesk Advanced AI add-on
|
---|---|
Article recommendations (email, web forms, Web Widget (Classic)) | Intelligent triage (Admin optimization) |
Conversation bots | Macro insights for admins (Admin optimization) |
Pre-trained intents and intent suggestions (with matched intent model) | AI reporting and insights (Admin optimization) |
Generative replies | GenAI for knowledge content creation (Admin optimization) |
Bot personas | Custom intents (Admin optimization) |
API calls and integrations | Intelligent insights and suggestions (Agent assist) |
AI agent reporting and the Insights dashboard | Generative AI for agents (Agent assist) |
Autoreplies based on intelligent triage* *Requires Advanced AI add-on |
Generative AI for voice (Agent assist) |
Learn more about AI agents and automated resolutions
See these articles for more information on AI agents and automated resolutions:
- Getting started with AI agents
- About automated resolutions for AI agents
- Monitoring automated resolution usage
- Getting ready for AI agents
- On demand: Learn how to use AI agents (Free training course on AI-powered intents and autoreplies)
If you have feedback or questions related to AI agents, visit our community forum where we're collecting and managing customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.