Announcing use case suggestions for AI agents - Advanced

Announced on | Rollout on
March 27, 2025 | March 20, 2025

We’re excited to announce use case suggestions, designed to help you rapidly build and scale your operations with AI-powered insights that enhance your AI agent.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

The use case suggestions feature allows users to leverage AI to analyze previously not-understood messages. The AI identifies common topics and generates relevant use case suggestions, which are displayed on an overview page.

Why is Zendesk making this change?

The manual process of identifying and optimizing use cases is time-consuming. By automating this process, we’re reducing the effort required to manage AI agents.

What do I need to do?

You don’t need to take any action. The use case suggestions feature is automatically available in your account. See Creating use cases from suggestions to learn more.