Informazioni sulle soluzioni automatizzate per gli agenti AI

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Aimee Spanier

Zendesk Documentation Team

Data ultima modifica: 12 mag 2025

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      Jeff Curran

      Thank you for your feedback and sharing your thoughts with us about the impact of this change. We understand that change can be challenging, and we hope to offer more clarity to address your concerns directly.

       

      From these comments, here is what we’ve heard so far:

       

      1. Price increase and plan limitations: Customers have expressed concerns about the significant changes in pricing and limitations of the new pricing plan, particularly regarding the number of automated resolutions included in the enterprise plan.

       

      At Zendesk, our objective is to provide simple and value-aligned pricing. The introduction of AI agents and our new automated resolution pricing model are designed to reflect both of these goals. We chose automated resolutions because it aligns directly with the value delivered to our customers by Zendesk. Under this model, customers only pay for the tangible value delivered by AI Agents. In contrast to our competitors, we chose to include a starter amount of automated resolutions to ensure that customers can experience the value of AI Agents before any additional payment is required. 

       

      2. Transparency and accountability: Users have voiced concerns over the transparency in determining what constitutes a resolved conversation, especially when customers do not explicitly confirm resolution or when they engage across multiple channels.

       

      We are committed to creating a transparent and trustworthy system to define automated resolutions. To that end, customers will have access to two dashboards. The first is a usage dashboard that will track current usage and entitlement, offering real-time insights for planning and billing purposes. Additionally, customers will be able to set a cap on usage to ensure predictability in their costs. The second dashboard provides transcripts of conversations handled by AI agents on the Messaging channel, covering up to the past seven days. In the future, we will provide an audit trail, allowing customers to inspect automated resolutions for accuracy, success, and automation of resolutions.

       

      3. Impact on self-service and support costs: There is concern that the new pricing model may discourage efforts to improve self-service rates, as it might be more cost-effective to have agents handle certain inquiries rather than relying on the AI agent.

       

      Our new pricing model is designed to give customers flexibility to serve their end-users in the most effective way for their business, whether that be through human agents or AI agents via automated resolutions.

       

      4. Global pricing: Some users have highlighted the pricing model appears to be more geared to regions like the US and Europe, raising concerns for users in other regions where the cost-effectiveness of AI-powered support may vary.

       

      We provide volume-based discounts to accommodate the high-volume use of deployments of Zendesk. In instances where our standard pricing does not align with your specific use case, we encourage you to contact your account executive for tailored assistance.

       

      We hope these answers help clarify your questions and provide helpful information in navigating these upcoming changes.

       

      With that being said, we would love to continue the conversation with you! We have opened up a Community feedback post for further comments, questions, and concerns about this change. Our goal is to gather your input in a centralized location where our product teams engage most actively, allowing us to provide you with more prompt and detailed responses.

       

      At this time, we will be closing comments on this article and shifting our conversation to this Community feedback post for further discussion. We appreciate your willingness to voice your concerns and thank for being a part of the Zendesk Community. 

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      Bobby Koch

      We need an answer here from Zendesk, as soon as possibl.e You cannot charge us for customers abandoning the widget, that is not acceptable. 

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      Brandon Tidd

      1263213659509 5889524253722  All valid points - as with anything at Zendesk, I would assume that this model will evolve over time based on customer needs and feedback.  What I can tell you is that this plan is exponentially better than the first MAU version that we saw floated last year.

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      A A

      An agent can resolve 2000 tickets per month. If salary is $500, it would cost $500. 
      With Zendesk chatbot it would now cost $2600. 


      A $1.5 per conversation is viable only for the US/Europe. In our case, we will have to disable the chatbot and look for an alternative solution.

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      Maximiliano Cooper

      Which is a very US/Europe-centric view, isn't it 1263213537349 ?

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      Brandon Tidd

      1265205791789 As I'm reading this - conversations escalated to an agent (by way of a form submission) will *not* count towards the # of resolutions.  

      1265065855350 obviously this is very fuzzy math but the logic here is that your human-in-the-loop would cost you more than $1 to touch that ticket.

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      Keegan

      If I understand this correctly, a conversation that a customer indicates as resolved will count towards this, even if no AI generated answer was provided. With only 10 resolutions per agent per month, this is going to push us AWAY from trying to improve the self-serve rate, as it's probably cheaper for an agent to respond to an easy question with a macro than for the bot to answer that question

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      Elina

      I agree with 5889524253722 ! I have just checked our current “resolved” chats, where customers were not transferred to an agent, but did not answer the "YES or NO is issue resolved" question. Most of them were indeed not resolved and customers contacted us again via a different channel or started a new chat. Do I understand it correctly, that those unresolved chats will count as resolved? 

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      A A

      A resolved conversation is when the bot asks if the issue is resolved yes/no? If the client confirms that yes, it is resolved. Then it is resolved. 

      If a client just leaves a conversation, it doesn't mean that it is resolved. I'm surprised that you're going to charge $1.5 per such conversation.

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      Trudy Slaght

      We have a fair number of customers who contact us on multiple channels at the same time - so they may message us, and call us - then have their inquiry resolved by phone. With the 72 hour no reply being counted as the bot having resolved things, this seems like there will be a lot of resolutions counted that haven't actually been deflected.

      Are we going to be forced to disable the chat bot completely to prevent this from occurring? This is a major pricing change when we've actually found that transfers to agents have INCREASED since implementing the article suggestions and yet I see in our dashboard “5” resolutions from yesterday with no insight into how those inquiries were resolved.

      The amount of resolutions included in the enterprise plan also does not seem to be a realistic number so I am currently failing to see the benefit here since there is lack of transparency around seeing what was counted as resolved. The lack of response from a customer being assumed to equal a non-transferred inquiry is quite an assumption that is not in line with what we see in our use case. 

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