How can I train my AI agent and improve suggestions?



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Step 1: Optimize your help center content
Your help center is the crucial source of the content your AI agent uses.
To tailor your articles to answer questions from your customers:
Ensure your articles are public

Ensure your articles are public. Generative responses are based on publicly accessible help center articles. Restricted articles that require a login are harder for the AI agent to retrieve and surface.
Keep your articles up-to-date
Avoid outdated or unreliable information, which AI agents use
Follow writing and structuring principles to tailor your content for AI agents
The full list is available from the article Optimizing your knowledge content for generative AI.
Analyze common questions to create help center articles
Use the Voice of Customer (VOC) Patterns app. VOC Patterns uses Zendesk AI to identify and explain patterns in your solved and closed support tickets. This helps you uncover customer trends, common issues, and improvement opportunities without needing complex analytics or custom reporting.
Step 2: Optimize the AI agent experience

Note: As of May 11, 2026, the distinction between "Essential" and "Advanced" AI agents was removed. All Zendesk Suite and Support plans now include access to a single, unified AI agent offering with advanced capabilities. Technical development for legacy functionality, including the Essential AI agent, ceases by August 31, 2026, with a full service shut-off scheduled for December 10, 2026. Migrate to the upgraded experience to avoid disruptions.
To improve the performance of your AI agent:
Create instructions

Create instructions Control your AI agent behavior to respond to specific requests
Analyze AI agent performance data


Analyze AI agent performance data in Admin Center to AI > AI Agents > click the name of your AI agent and use the Insights tab to review unresolved conversations and question resolution rates
Access the Zendesk Answer Bot dashboard in Explore to monitor resolved and unresolved conversations, search terms asked, and article recommendation performance

Unlocked agentic capabilities
Access to the most advanced, agentic capabilities is expanded across all Zendesk Suite and Support plans. You can now deploy AI agents faster and deliver a more consistent experience across messaging, email, and voice channels.
Features

Agentic reasoning and multi-step procedures
External API integrations
Expanded knowledge sources: Connect multiple external knowledge bases
Custom topic recognition: Train the agent to recognize business-specific terminology
Advanced analytics: Detailed performance metrics and conversation analysis

Key training metrics to monitor
Track these metrics to measure AI agent performance:
Resolution metrics


Resolution rate measures conversations fully resolved by AI with a 60-80% metric target

Deflection rate measures tickets handled without human agent with a 40-60% metric target

Answer accuracy measures correct answers provided with a 85-95% metric target

Confidence score measures AI's confidence in suggestions with a 70-90% metric target

Engagement metrics


Conversation length measures the average turns per conversation, optimize for 3-5 turns

User satisfaction measures CSAT from AI conversations, optimize for 4.0+ out of 5.0

Escalation rate measures conversations transferred to humans, optimize for 20-40%

Repeat contact rate measures how many times a customer repeatedly reached out

