Overview of Zendesk AI offerings

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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">This article gives you an overview of AI features for support teams, including AI-powered tools for admins and agents, generative search, ticket translations, suggested macros, writing help, article and ticket summaries, and intelligent triage. It also explains AI agents for automating customer interactions across messaging, email, and web forms, with advanced options for conversation flows, API access, and analytics.</p>
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<p id="docs-hc-snippet" style="display: none;">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>

<div class="body">
<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. For more robust
AI-powered tools, you can purchase the Copilot add-on.</p>
<p class="p">This article provides an overview of Zendesk AI offerings, which include features to assist
your agents, admins, and customers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10519557362202" target="_blank">Turning Zendesk AI features on or off</a> to manage AI features in your
account. </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>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_brj_xfb_nhc">
<h2 class="title topictitle2" id="ariaid-title2">Empowering your team with AI-powered tools</h2>
<div class="body">
<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>
<div class="p">
<div class="tablenoborder">
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<caption><span class="tablecap"><span class="table--title-label">Table 1. </span></span></caption>
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<th class="entry cellrowborder" id="d79e70" style="vertical-align:top;">Offering</th>
<th class="entry cellrowborder" id="d79e73" style="vertical-align:top;">Description</th>
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</thead>
<tbody class="tbody">
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<td class="entry cellrowborder" headers="d79e70" style="vertical-align:top;">
<strong class="ph b">Zendesk AI features</strong><p class="p">(included in Suite)</p>
</td>
<td class="entry cellrowborder" headers="d79e73" style="vertical-align:top;">
<p class="p">AI-powered tools included in the Suite to help you and your team:</p>
<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/10013995711386" target="_blank">Admin copilot</a>, which includes
AI-powered insights, recommendations, and conversational assistance.</li>
<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</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank">Suggested macros</a></li>
<li class="li">Generative AI writing tools for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">ticket interface</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10394259637402" target="_blank">Knowledge</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8717609637018" target="_blank">AI translations for articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9195508027034" target="_blank">AI-generated article summaries</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946" target="_blank">AI-generated ticket summaries</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage classifications</a>
(topic, sentiment, language, and entities)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">Merging suggestions</a></li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e70" style="vertical-align:top;">
<strong class="ph b">Zendesk Copilot</strong><p class="p">(add-on for purchase)</p>
</td>
<td class="entry cellrowborder" headers="d79e73" style="vertical-align:top;">
<p class="p">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>
<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>
</td>
</tr>
</tbody>
</table>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vjp_wfb_nhc">
<h2 class="title topictitle2" id="ariaid-title3">Automating customer interactions with AI agents</h2>
<div class="body">
<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 AI agent functionality in Suite
with usage measured through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>.</p>
<div class="p">
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vjp_wfb_nhc__table_igr_bgb_nhc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span></span></caption>
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<col style="width:50%">
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<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d79e225" style="vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d79e227" style="vertical-align:top;"> </th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d79e225" style="vertical-align:top;">
<strong class="ph b">AI agents</strong><p class="p">(included in Suite)</p>
</td>
<td class="entry cellrowborder" headers="d79e227" style="vertical-align:top;">
<p class="p">Zendesk AI agents are AI-powered chatbots that interact with your customers on
messaging, email (including API and web form), and voice channels. They
can have conversations with customers and perform actions in authorized systems
autonomously, automating and resolving issues so that your human agents can
focus on more complex work.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a>.</p>
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