Can AI agents generate replies from videos?

Question

Can AI agents generate responses and make suggestions from videos? I’d like to import a video and use its transcription to generate answers. Can AI agents analyze it and provide support to users from that recording?

Answer

Currently, Zendesk does not automatically transcribe video audio into text. You can embed videos from sources like YouTube into articles. However, you cannot upload video files directly.

If you would like the content from a video to be used by AI agents for first replies or assistance:

Transcribe the video on your end first

Add the text to a help center article, this will allow AI agent to read and use the content in replies to your customers

For more information, see these articles:

Understanding everywhere you can use AI agents

Using AI to generate a first reply in a ticket

Best practices: Preparing your help center for generative AI

Best practices for testing advanced AI agents