Overview of AI in Zendesk

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<p class="p">Zendesk AI is the intelligence layer of the Zendesk platform. Built on billions of points of
customer-service data, Zendesk AI enhances every part of your service experience by providing
AI-powered tools for agents and admins and automating customer interactions with AI
agents.</p>
<p class="p">Zendesk offers basic AI tools and AI agent functionality in the Suite. Zendesk offers for
more robust AI-powered tools and advanced AI agent functionality in two different add-ons.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_t2l_5fb_nhc__ul_tmy_ylb_nhc">
<li class="li"><a class="xref" href="#topic_brj_xfb_nhc">Empowering your team with AI-powered tools</a></li>
<li class="li"><a class="xref" href="#topic_vjp_wfb_nhc">Automating customer interactions with AI agents</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">Empowering your team with AI-powered tools</h2>
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<p class="p">Zendesk AI is the intelligence layer of the Zendesk platform. Zendesk AI enhances every
part of your service experience for your agents and admins. Zendesk offers a set of tools in
the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available
for purchase. </p>
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<th class="entry cellrowborder" id="d52e63">Offering</th>
<th class="entry cellrowborder" id="d52e66">Description</th>
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<strong class="ph b">Zendesk AI features</strong><p class="p">(included in Suite)</p>
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<td class="entry cellrowborder" headers="d52e66">AI-powered tools included in the Suite to help your team:<div class="p">
<ul class="ul" id="topic_brj_xfb_nhc__ul_kcr_thb_nhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8888178335898" target="_blank">Generative search</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6942763726106" target="_blank">Quick answers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9837507006106" target="_blank">AI ticket translations (EAP)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank">Suggested macros</a></li>
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<td class="entry cellrowborder" headers="d52e63">
<strong class="ph b">Zendesk Copilot</strong><p class="p">(add-on for purchase)</p>
</td>
<td class="entry cellrowborder" headers="d52e66">Zendesk Copilot is a set of powerful artificial intelligence (AI) tools that
are purpose-built for the customer service experience. Copilot provides proactive
AI assistance, including relevant insights, helpful guidance, and automated
actions, to help service teams deliver resolutions.<p class="p">For a complete list of
features, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">Getting Started with the Zendesk Copilot
add-on</a>.</p>
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<h2 class="title topictitle2" id="ariaid-title3">Automating customer interactions with AI agents</h2>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">Zendesk AI agents</a> can automate many customer interactions by
resolving complex issues across channels. Zendesk offers basic AI agent functionality in the
Suite, free of charge, as well as more robust capabilities in the AI agents - Advanced
add-on, available for purchase. </p>
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<strong class="ph b">AI agents - Essential</strong><p class="p">(included in Suite)</p>
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<td class="entry cellrowborder" headers="d52e165">Using generative AI, these AI agents can have back-and-forth conversations
with your customers, across messaging, email, and web form channels, potentially
resolving requests without ever requiring a human agent. <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6478272212506-Getting-started-with-AI-agents-Essential" target="_blank">Getting started with AI agents -
Essential</a>.</p>
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<strong class="ph b">AI agents - Advanced</strong><p class="p">(add-on for purchase)</p>
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<td class="entry cellrowborder" headers="d52e165">Advanced AI agents are an upgrade to the AI agent functionality included in
Suite. The add-on includes all of the same features, in addition to advanced
capabilities, such as conversation flows that combine generative and scripted
responses, comprehensive API access, and advanced analytics.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents -
Advanced</a>.</p>
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