Overview of AI agents

The automated resolutions pricing model for AI agents is now live. See About the latest pricing plan for more information.

AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. AI agents functionality is included in Zendesk Suite or Support plans, along with a number of automated resolutions used to measure usage of AI agents.

The Advanced AI add-on also offers AI features to assist agents and optimize operations for admins. To compare AI agents and Advanced AI features, see Zendesk AI and Advanced AI at a glance.

This article includes the following sections:

• AI agents capabilities and requirements
• Finding more information

Related articles:

• About automated resolutions for AI agents
• Moving to automated resolutions from existing bot pricing plans
• Monitoring your automated resolution usage
• Turning off automated resolution features
• On-demand: Learn how to use AI agents (Free training course on AI-powered intents and autoreplies)

AI agents capabilities and requirements

AI agents can handle queries across multiple Zendesk support channels using AI and automation tools.

Note: AI agents are available on Suite plans, and accounts with Zendesk Support + Chat with messaging activated.

The following table describes the features included with AI agents and any additional requirements.

Feature	Description	Channel availability	Additional requirements
Autoreplies with articles	Suggest relevant help center articles based on customer queries sent through email, web form, API, and Web Widget (Classic). See: Using autoreplies to in emails Using autoreplies in web forms	Email API Web form Web Widget (Classic) Messaging	Help center
AI-powered intents	Automate requests with out-of-the-box intents. You can assign intents to answers to save time and increase bot accuracy. See Reviewing and assigning intents to answers.	Messaging	Matching intent model
Intent suggestions	Identify commonly-asked but unanswered questions from customers to help you fill any gaps in your bot’s knowledge. See Reviewing top customer intents without answers.	Messaging	Matching intent model
Answers	Create custom, predefined responses to customer questions, from suggesting help center articles to connecting to your business systems and automating tasks for customers. See: Creating a conversation bot Creating answers	Messaging
Generative replies	Reply to customer queries with answers generated from your knowledge base. See Using AI-generated replies in a conversation bot.	Messaging
Bot personas	Set the bot’s tone of voice to reflect your brand. See Using bot personas to add personality to AI-generated responses.	Messaging
AI agents reporting in the Insights dashboard	Evaluate the performance of your AI agents to understand the impact on your business and gain insights on where to further optimize. See Using the Insights dashboard.	All channels
Autoreplies based on intelligent triage* *This feature requires the Advanced AI add-on	Create custom responses to customer email requests based on AI predictions including intent, language, and sentiment. See Using autoreplies based on intelligent triage.	Email API Web form	Matching intent model (intent-based triggers only)

Note: Some features are not available in all Zendesk-supported languages. See Languages supported in AI agents for more information.

Finding more information

If you have feedback or questions related to AI agents, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.