Announcing voice AI agents (EAP)

Announced on | EAP opens on
February 12, 2026 | February 12, 2026

Today, we’re opening an early access program (EAP) for Zendesk voice AI agents, a natively integrated, agentic voice automation solution that delivers natural, real-time conversations over the phone. Voice AI agents extend Zendesk AI automation to the voice channel, enabling end-to-end call handling and seamless escalation to human agents with full context and conversation history carried into Agent Workspace.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Eligible customers can opt in to build and assign generative voice AI agents to Zendesk voice (Talk) phone lines to automate routine phone support and handle more sophisticated workflows powered by generative procedures, integrations, and real-time data access.

Key capabilities

End-to-end voice automation from greeting, intent capture, resolution, and wrap-up.

Natural, real-time conversations that let customers speak freely with instant AI responses.

Native integration with Zendesk voice so AI agents can be assigned to phone lines.

Seamless escalation to human agents using omnichannel or Talk-native routing, with full call context and transcription passed to Agent Workspace.

Support for generative procedures (API calls, database lookup, and configured action execution).

Every AI agent–connected call creates a ticket with a transcription and summary.

For more information, see Creating an AI agent for the voice channel (EAP).

Why is Zendesk making this change?

Voice is a high-volume, high-expectation channel. Voice AI agents help teams reduce repetitive agent work, speed resolution, and improve customer experience by delivering human-like phone interactions while preserving fast, context-rich handoffs to human agents when needed.

Who is eligible

As part of this update, we are opening an EAP for customers using Zendesk voice (Talk) and AI agents - Advanced. Support for Zendesk Contact Center will be added in a future phase.

Please note: Our voice AI agents are built to support a broad range of real-world use cases. As part of the EAP, the platform is actively evolving, and certain advanced or highly specialized workflows may require iteration as we continue to expand coverage and robustness.

During the EAP, we will be making targeted improvements—particularly around more complex scenarios such as multi-step data-dip interactions, conversational interruptions, regulated personally identifiable information (PII) handling, and multilingual or dialect-specific conversations.

EAP participants play a key role in shaping the product. If you encounter edge cases or limitations, your feedback through our product community will directly inform prioritization and enhancements. This program is designed as a collaborative, iterative partnership as we work toward production-grade readiness for a wide range of deployment needs.

What do I need to do?

Check eligibility: Confirm your account has Zendesk voice (Talk) and AI agents.

Learn more about the feature: See Creating an AI agent for the voice channel (EAP) and updates to the program.

Sign up for the EAP: See Signing up for the voice AI agents EAP.

Provide feedback: Engage with the Voice AI agents (Open EAP) community forum. We’ll review product feedback and issues on a weekly basis.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.