![Available on all Suite plans](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png)
- For customers who start using AI agents on or after April 16, 2024, pricing will be applied starting August 14, 2024.
- For Zendesk Suite customers already using Zendesk bots before April 16, 2024, new pricing will be applied on the first account renewal date after August 14, 2024. This schedule does not apply to customers with Answer Bot resolution or Zendesk bot monthly active user commitments who alter their contracts before that date. For these customers, the new pricing will be applied on the first renewal date after October 16, 2024, unless their contracts are altered before that date.
AI agents are our 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 calculate 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
AI agents can handle straightforward or complex queries across multiple Zendesk support channels using AI and automation tools. The following table describes the features included with AI agents and each feature’s requirements.
Feature | Description | Feature availability | Additional requirements |
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Autoreplies with articles | Suggest relevant help center articles based on customer queries sent through email, web form, API, and Web Widget (Classic). |
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Activated features:
Zendesk products:
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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. |
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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 Reviewing top customer intents without answers. |
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Activated features:
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Answers | Create custom, predefined responses to customer questions using bot builder. See Creating a conversation bot for your web and mobile channels and Creating conversation bot answers. |
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Activated features:
Zendesk products:
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Generative replies | Reply to customer queries with answers generated from your 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 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 to monitor bot performance. |
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Activated features:
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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. |
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Activated features:
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Learn more about AI agents
See these articles for more information on AI agents:
- Getting started with AI agents
- On demand: Learn how to use AI agents (Free training course on AI-powered intents and autoreplies)