| Announced on | Rollout on |
| Apr 15, 2024 | Apr 15, 2024 |
We’re excited to announce that generative AI features for bots, including generative replies and bot personas, are now generally available.
This announcement answers the following questions:
What is changing and why?
After a period of testing with our early access program (EAP) and receiving positive feedback from customers, we’re now extending generative AI bot features to all customers that deploy conversation bots on messaging channels. Access does not require the Advanced AI add-on.
The key new features available with this release includes:
These features enable you to get up and running with bots virtually immediately, and start automatically resolving customer inquiries using your existing help center content, without the need for manually configuring bot answers up-front. They also help you to provide a more natural and engaging CX on bot-deployed messaging channels.
How will this affect me?
You can take advantage of these features to drive an increase in automated resolutions, and CSAT for your business.
What do I need to do?
There is no action required. You can enable these new generative AI features during setup when creating new conversation bots, or via Settings for existing bots.
For more information, see Getting started with Zendesk bots.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.