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Discover how AI agents can automate customer support by resolving common questions across channels. Use the setup wizard to train the AI agent with your knowledge base and personalize its interaction style. Test the AI agent via email or messaging to see it in action.

If your account is eligible, your Zendesk Suite trial provides you with a setup wizard that you can use to try out our latest AI technology. The wizard shows you how AI agents can automatically resolve common customer questions. To learn more, see About AI agents.

Setup tasks include:

  • Starting the setup wizard for AI agents
  • Step 1: Invite other team members (optional)
  • Step 2: Give the AI agent some brainpower
  • Step 3: Give the AI agent some personality
  • Step 4: Try out the AI agent
  • Wrapping up

Starting the setup wizard for AI agents

AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. As AI becomes increasingly essential to customer interactions, AI agents enable you to move toward greater automation and efficiency.

To start the setup wizard

The setup wizard for AI agents opens automatically in your Zendesk Suite trial account.

  1. Open Zendesk home and select Try for free.

    You can also start a trial by selecting Free trial on the Zendesk pricing page.

    When you start your trail, you’ll receive an email message asking you to verify your account.

  2. In the email, click Verify your account.

    A Welcome message appears.

  3. Click Get started, then follow the onscreen instructions.

Step 1: Invite other team members (optional)

Inviting other team members gives them access to the Zendesk Suite trial and provides them with an opportunity to try out an AI agent. Team members act as agents and admins to help you manage support requests. You can add up to four additional team members to your trial account. To learn more about team members, see Adding agents and admins.

To invite other team members

  1. Enter an email address for your team member.
  2. Assign a role for the team member.

    Agents work with tickets and reply to customer requests. Admins can work with tickets and also manage account settings.

  3. Click +Add to add additional team members.
  4. When you’ve finished adding team members, click Invite.

    Invited team members receive an email invitation to join your Zendesk account.

Step 2: Give the AI agent some brainpower

To train the AI agent, provide some knowledge you have to answer common questions that customers ask. This can be material you’ve used before to answer customer questions. For example, it can be a description of shipping schedules or product return requirements. To learn more about providing knowledge for AI agents, see Strategies for building up your help center content for AI.

The simulation on the right side of the wizard shows you how AI agents work.

Note: If you don’t want to try out AI agents at this time, click Not now. You can skip this walk through and set up a permanent set of AI agents later in your account. See Getting started with AI agents - Essential.

To provide brainpower for the AI agent

  1. Locate a document or article that describes a common procedure or process your company follows with customers.
  2. Copy and paste this information into the wizard.

    Paste enough information to try out the AI agent with a common question. You can add more later as needed.

    The AI agent wizard uses the information you paste into the wizard to create a help center article. Later, the AI agent uses the information included in this article to automatically answer relevant questions your customers might ask.

  3. Click Test it out to continue the setup.

Step 3: Give the AI agent some personality

You can control how AI agents respond to customers by giving the AI agent a name and picking a conversation style. These elements set the tone for how you want to connect with customers. For more information, see Configuring an AI agent persona.

To give the AI agent some personality

  1. Enter an AI agent name.
  2. Select a Conversation style.

    Choices include: Informal, Professional, and Enthusiastic.

  3. Click Next to continue the setup.

Step 4: Try out the AI agent

Now that the AI agent has some knowledge and a personality, you can try it out by sending a question by email or typing into a chat widget. You can try several variations of the question in emails and chats to see how it works. For more information, see Testing an AI agent.

To test with an email

  1. Click Copy to copy the email address shown in the wizard.
  2. Open your mail tool and send an email message to this address.

    In the email message, include a question related to the knowledge you provided to the AI agent.

    After a few moments, you should receive an email reply from the AI agent that answers your question.

    Important: When you test with an email, be sure to send your question from an email address that's different from the email address you used to create your Zendesk account. Otherwise, you won't receive an automatic reply from the AI agent.

To test on a chat widget

  1. Click Copy link to copy the chat widget link.
  2. Open a new browser window.
  3. Paste this link into the browser address bar and press Return.
  4. When the chat widget appears, enter a question related to the knowledge you provided to the AI agent.

    You should receive an reply from the AI agent that answers your question.

To complete the AI setup wizard

  • When you’ve finished testing, click Next.

Wrapping up

Congratulations! You’ve set up and tested an AI agent. Now that you’ve tried out an example AI agent, you can continue to set up your account.

To continue setting up

  • Click Keep going to continue your account setup and open the email setup wizard. For more information on connecting your email, see Connect your support email.

What's next for AI agents?

After you’ve finished connecting your support email, you can add your own permanent AI agents and knowledge articles to your account and get them working for you. For more information, see Getting started with AI agents - Essential.

When you've finished your trial, click Buy your trial at the top of the page to purchase a Zendesk Suite plan. Be sure to include the Copilot add-on as part of your purchase, so you can get the full benefit and power of Zendesk AI agents.

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