Getting started with Zendesk Suite - Part 11: Leveraging AI features with Zendesk

<body>
<p id="docs-hc-snippet" style="display: none;">Articles in the series</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

</div>
<div class="front-matter"></div>
<div class="container"><div class="row">
<div class="col-md-3">
<ul class="nav nav-underline flex-column" id="cross_product_zs_getting_started_suite_ai__ul_a2v_xzs_x5b">
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4408881937306">Introduction: Getting started with Zendesk
Suite</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944856070426">Part 1: Accessing Zendesk Suite admin
settings</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944849237658">Part 2: Adding team members</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944925937818">Part 3: Understanding how end user accounts are
handled</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944919944730">Part 4: Managing user access security and
authentication</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944930820506">Part 5: Adding support channels</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944922385050">Part 6: Routing incoming support requests</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4945055494170">Part 7: Managing support requests during
non-business hours</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944993140762">Part 8: Guaranteeing customer support
expectations with service level agreements</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944968790426">Part 9: Reporting on support activity</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944994159130">Part 10: Enabling customer satisfaction
ratings</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6501074649242">Part 11: Leveraging AI features with Zendesk</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970330138">Part 12: Using the Zendesk developer platform to
extend your support solution</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970747418">Part 13: Rolling out your Zendesk Suite support
solution</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6579939982746">Part 14: Additional features</a></li>
</ul>
<p class="sidenav-heading">Articles in the series</p>
</div>
<div class="col-md-9">

<div class="body">

<p class="p">Now that you’ve set up the essentials, supercharge your use of the Zendesk Suite with AI-powered
tools that enhance every part of your customer service experience. Decrease time to
resolution, boost agent productivity, take your knowledge base to the next level, and
provide 24/7 service with AI agents that understand your customers’ needs. </p>
<p class="p">
To help you meet your business needs, Zendesk offers two levels of AI functionality:
</p>
<ul class="ul" id="cross_product_zs_getting_started_suite_ai__ul_q4z_2nx_tzb">
<li class="li">
<strong class="ph b">Zendesk AI</strong>, included with Suite plans, with specific features varying by plan
level</li>
<li class="li">
<strong class="ph b">Zendesk Copilot</strong>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">available as an add-on</a> for Suite and Support Professional and above
plans</li>
</ul>
<p class="p">Get the most out of the Zendesk Suite by using all the AI features together to unlock the
benefits below. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">Getting started with Zendesk AI and Copilot</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wkw_jnx_tzb">
<h2 class="title topictitle2" id="ariaid-title2">Empower agents and improve efficiency</h2>
<div class="body">
<p class="p">Your agents have a lot on their plates these days. Give them the tools they need to
succeed right out of the gate with a roundup of AI-derived intelligence, such as a
ticket summary and user sentiment, in an easily accessible side panel.</p>
<p class="p">Connect them with your help center to give them the answers they need to answer
customer questions without having to leave their workspace. And give them the right
words to use when answering customer questions, helping your customers enjoy a
consistent experience no matter which agent they’re connected with.</p>
<p class="p">You can save them time in other ways, too. Proactively suggest tickets they can merge
together to solve multiple customer requests at once. Or for agents who take calls, give
them tools that automatically transcribe and summarize the content of the call they just
finished, saving them precious wrap-up time.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hhk_3nx_tzb">
<h2 class="title topictitle2" id="ariaid-title3">Route tickets and provide faster service</h2>
<div class="body">
<p class="p">Generally speaking, the faster service you provide, the happier your customers will
be. Use Zendesk’s AI features to quickly route tickets to the right agents the first
time, saving an average of 45 seconds per ticket compared to manual triage. Even
better, deflect easily answered tickets altogether with recommended articles from
your knowledge base, giving your agents time to focus on more complex customer
interactions.</p>
<p class="p">Plus, supply agents with the right words to address commonly asked customer questions
quickly. You can even give them a helping hand with just-in-time internal guidance
about how to handle tricky tickets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_x43_lnx_tzb">
<h2 class="title topictitle2" id="ariaid-title4">Strengthen your knowledge base and deliver answers</h2>
<div class="body">
<p class="p">Up-to-date knowledge is key to any successful customer service experience. Help your
agents deliver the right answers based on content you’ve already created in your
help center.</p>
<p class="p">Create new content quickly and easily with AI tools that help you expand on points,
choose the right tone, and simplify word choice. Then build on that content by
identifying gaps and other opportunities for improvement that help you provide a
better experience for your self-serve customers.</p>
<p class="p">Finally, help customers and agents find the content they need with semantic search
that intuitively understands what they’re looking for.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_agl_mnx_tzb">
<h2 class="title topictitle2" id="ariaid-title5">Provide 24/7 service and build smarter AI agents</h2>
<div class="body">
<p class="p">When your customers span the globe, every hour of the day is an opportunity to provide great
customer service. Zendesk AI agents let you do just that. Provide 24/7 service with
AI agents that guide your customers to the right solutions without agent
intervention. </p>
<p class="p">Go further with AI agents that help you personalize service and understand customer needs at a
deeper level, all without needing to increase your agent headcount. Plus, build
these AI agents quickly and fill knowledge gaps with AI-powered intents that help
take the guesswork out of building your AI agent. </p>
<p class="p"></p>
<p class="p"> For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">Getting started with Zendesk AI and Copilot</a>. </p>
<p class="p">
Continue to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944970330138" target="_blank">Part 12: Using the Zendesk developer platform to
extend your support solution</a>.
</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6501074649242",
"url": "https://support.zendesk.com/hc/en-us/articles/6501074649242",
"headline": "Getting started with Zendesk Suite - Part 11: Leveraging AI features with Zendesk",
"description": "You can enhance your customer service by leveraging AI features that improve agent efficiency, ticket routing, knowledge base management, and provide 24/7 AI-driven support.",
"articleSection": "Getting started with Customer Service Suite",
"datePublished": "2023-12-15T18:10:13+00:00",
"dateModified": "2026-04-30T21:51:14.313173+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6501074649242"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</div>
</div></div>
<script>
let link = document.createElement('link');
link.rel = 'stylesheet';
link.href = 'https://cdn.jsdelivr.net/npm/bootstrap@5.3.3/dist/css/bootstrap.min.css';
link.integrity = 'sha384-QWTKZyjpPEjISv5WaRU9OFeRpok6YctnYmDr5pNlyT2bRjXh0JMhjY6hW+ALEwIH';
link.crossOrigin = 'anonymous';
document.head.appendChild(link);

const style = document.createElement('style');
style.innerHTML = `
.col-md-3 {
padding-left: 0px;
}
.col-md-9 {
padding: 0px;
}
.sidenav-heading {
line-height: 1.5x;
padding-top: 2px;
margin-bottom: 0.5rem;
font-weight: 600;
color: #585858;
}
.nav-underline {
--bs-nav-underline-gap: 2px;
}
.what-plan-p {
line-height: 3rem;
}
img {
vertical-align: baseline;
}
.article-body .nav {
list-style-type: none;
padding-left: 0px;
margin-top: 0px;
margin-left: 0px;
}
.article-body .nav-link {
text-decoration: none;
}
`;
document.head.appendChild(style);
</script>
</body>