Can I use an AI agent in Zendesk Talk?

Question

I want to reduce the number of calls human agents take. How do I add an AI agent to my Voice account to deflect and resolve tickets from inbound calls?

Answer

It's not possible to use Zendesk AI agents to answer and resolve tickets from phone calls in Talk. Both AI agents - Essential and AI agents - Advanced only assist customers who contact you through the messaging, email, API, and web form channels.

Implement the alternatives below to connect external AI agents to Talk:

Add a SIP-IN line to your account, which allows you to connect an external AI agent to Zendesk. With this method, the AI agent answers the call first, and transfers it to a human agent if it requires escalation. SIP-IN lines support only incoming calls, but not outgoing calls. For more details, see Connecting an external AI agent using a SIP-IN line.

Go to the Zendesk Marketplace and install a third-party app integration that creates and connects AI agents to your Voice account, for example PolyAI.

Disclaimer: This article is provided for instructional purposes only. Zendesk can't provide support for third-party apps. If an app exists, reach out to the app developer's support email address under App details in the App Marketplace or search for a solution online.