Announcing enhancement to the AI Insights Hub

Announced on | Rollout on
July 22, 2025 | July 11, 2025

Zendesk made enhancements to the AI Insights Hub to make it simpler for you to act on recommendations and streamline triage workflows. With pre-filled triggers, support for autoreplies, and new ways to give feedback, you can automate common tasks and tailor Zendesk AI to your needs. The experience is now also available in 37 languages.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

In this release, we added four upgrades to the AI Insights Hub:

Workflow automation recommendations are more actionable
Now, when a recommendation includes a suggested trigger, like routing, setting priority, or auto-replies, you’ll see a pre-populated trigger in Admin Center. It comes with pre-filled intent/sentiment conditions, actions, and group/assignee settings. You just need to review and publish.

A new recommendation type - autoreply
Sometimes, tickets with some intents are answered with the same reply. Now, Copilot automatically recommends setting up an autoreply for common intents.

Dismissing  feedback now improves future recommendations
You can now share why you’ve dismissed a recommendation, whether it’s not relevant, already automated, or needs different logic. This feedback is sent directly to Zendesk product teams to help improve the accuracy and usefulness of future recommendations.

Availability in 37 languages
The full AI Insights Hub experience, including recommendations and configuration guidance, is now accessible in 37 languages, making it easier for global teams to manage and automate workflows.

Why is Zendesk making this change?

Faster setup, less manual work: Pre-filled triggers reduce the risk of errors and make it easier to put automation into action.

Better recommendations, shaped by feedback: Dismiss reasons go straight to product teams to improve relevance and accuracy.

Global readiness: With 37 supported languages and expanded use cases, AI recommendations can now support admins everywhere.

What do I need to do?

These enhancements are available to all customers with the Copilot add-on. To learn more, see Monitoring and optimizing effective AI setup in your account.

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.