Understanding everywhere you can use AI agents

AI agent functionality is available in a number of Zendesk products and integrations. This article is a guide to all the ways you can use AI agents and similar functionality.


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AI agent functionality is available in a number of Zendesk products and
integrations. This article is a guide to all the ways you can use AI agents and similar
functionality.
This article contains the following topics:


AI agents on messaging and email channels
AI agents for messaging in mobile SDKs
Answer Bot for Slack
Answer Bot for Microsoft Teams
Article recommendations in Web Widget (Classic)
Answer Bot API


Related article:

AI agent resources



AI agents on messaging and email channels

You can create AI agents on messaging and email (including API and web form)
channels. These AI agents can cover all levels of automation, from quick,
self-service workflows to more complex workflows integrated with other
platforms.
More information:

About AI agents
Getting started with AI agents




AI agents for messaging in mobile SDKs

AI agents for messaging can be a part of your mobile support offering. Our mobile
SDKs make it easy to integrate into any mobile app, answering customer questions
in-context without them ever having to leave the app or disrupt their experience.
Users can mark the articles as "solving" their issues, or indicate they still need
help and want to escalate their issue to a Support ticket.
More information:

Unified SDK for iOS
Unified SDK for Android




Answer Bot for Slack

When enabled in the Slack for Zendesk Support integration, the
AI agent can "listen in" on questions posed in any Slack channel configured to use
the Support integration and offer relevant article suggestions.:

More information:


Using the Answer Bot for Slack integration





Answer Bot for Microsoft Teams

When enabled in the Zendesk integration for Microsoft Teams, the AI agent
can provide article suggestions when a user asks a question as a new Teams
conversation.

More information:


Zendesk for Microsoft Teams: Getting
article recommendations





Article recommendations in Web Widget (Classic)

If you have the Web Widget (Classic) installed on your help center or website, your
customers can receive article suggestions whenever they need help across your site,
in a conversational way.

More information:


Enabling article recommendations in Web Widget
(Classic)
Using APIs to configure autoreplies in Web Widget
(Classic)





Answer Bot API

The Answer Bot API enables businesses to extend AI-powered self-service help to any channel.
Developers can build their own self-service automation experiences wherever they’d
like. When implemented correctly, users can quickly and easily mark their questions
as resolved or not resolved, giving you more data for reporting, and improving the
AI agent model over time.
More information:


Answer Bot API




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