Announcing the introduction of the centralized AI hub

Announced on | Rollout starts | Rollout ends
March 26, 2025 | March 26, 2025 | April 2, 2025

Aligned with our mission to leverage AI to bring innovation to the world of customer service, we’re excited to announce a significant leap forward with the launch of the centralized AI hub.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re introducing a centralized AI hub in Admin Center that helps admins manage AI operations and act on insights more effectively. With guided next steps, performance monitoring, and AI-driven recommendations, admins can fine-tune automations, optimize workflows, and drive faster resolutions.

The centralized hub gives customers a clear, at-a-glance view of their AI operations:

Setup: Streamlines setup with intuitive onboarding through Copilot features.

Feature status: Provides visibility on which AI capabilities are turned on and being adopted, and what still needs configuration.

Metrics: Offers quick visibility into AI performance and adoption, such as the number of agents adopting AI tools.

[Beta] AI-powered recommendations: Provides personalized recommendations based on intent and operational insights to automate responses or create routing rules.

Why is Zendesk making this change?

Many service leaders see AI’s potential but struggle to turn insights into action to drive faster resolutions. Admins are stuck manually interpreting data, building reports, and uncovering trends on their own. Without an easy way to track AI performance and identify improvements, they waste time on manual work instead of focusing on higher value resolutions.

What do I need to do?

All Zendesk customers with the Copilot add-on will automatically have this new experience on their accounts. For more information on what you can do in the AI centralized hub, see Monitoring and optimizing effective AI setup in your account.

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