Announcing intelligent triage for Voice calls

Announced on | Rollout on
September 09, 2025 | September 09, 2025

We’re excited to introduce intelligent triage for Voice calls. This helps you get structured insights on intent, entity, sentiment, and language that power smarter post-call automations, richer reporting, and continuous workflow improvements.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With intelligent triage for Voice, Zendesk enriches your calls after they’ve ended. Your call transcripts are turned into structured insights that you can immediately act on, making post-call processes faster and more consistent.

Each transcript is automatically analyzed for key signals, such as intent, sentiment, language, and entities. You can use these insights to improve the efficiency of your workflows to resolve every interaction more precisely. Reports are also enriched with more granular data on call drivers and customer sentiment.

Examples of ways you may want to use these insights include:

Trigger the sending of custom feedback surveys by SMS or email

Alert customer retention teams on tickets they need to review for follow up

Highlight urgent problems such as outages or security incidents

Automate the collection of structured data such as product names, order numbers, account numbers, etc., and sync this data with your CRM

Route tickets post-call to other departments for follow up. For example, refund requests , technician visit, etc.

Why is Zendesk making this change?

Post-call wrap-up can be time-consuming for agents and often requires manual note-taking and ticket organization before they can move on to the next customer. Intelligent triage for Voice streamlines this by automatically analyzing calls for key signals like intent, sentiment, language, and entities. These insights help teams reduce manual overhead, trigger follow-up actions like tagging, and feed more granular data into reporting. That means more efficient workflows, faster ticket resolution, and more time for agents to focus on delivering great customer service.

What do I need to do?

This new experience is being rolled out on September 9th, 2025 to all Zendesk Voice customers with the Copilot add-on.

To use intelligent triage for Voice calls, you must turn on call transcriptions and intelligent triage predictions for the Voice channel. To learn more, see Automatically detecting customer intent, sentiment, and language and Using generative AI to create call summaries and transcripts on tickets.

If you’re interested in using the Copilot add-on, see Buying the Copilot AI add-on or contact your Zendesk account representative.

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.