Zendesk Suite trial: Add AI agents to automatically resolve questions

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<p id="docs-ai-summary-content">Discover how AI agents can automate customer support by resolving common questions across channels. Use the setup wizard to train the AI agent with your knowledge base and personalize its interaction style. Test the AI agent via email or messaging to see it in action.</p>
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<p class="p" dir="ltr">Your Zendesk Suite trial provides you with a setup wizard that you can use to try out our latest AI technology. The wizard shows you how AI agents can automatically resolve common customer questions. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank" rel="noopener">About AI agents</a>.</p>
<p class="p">Setup tasks include:</p>
<ul id="topic-1__ul_mct_b21_bhb" class="ul">
<li class="li"><a class="xref" href="#topic_lhf_5jc_x2c">Starting the setup wizard for AI agents</a></li>
<li class="li"><a class="xref" href="#topic_q4k_lvx_x2c">Step 1: Ask your AI agent questions</a></li>
<li class="li"><a class="xref" href="#topic_xb5_rrl_tgc">Step 2: Give the AI agent some personality</a></li>
<li class="li"><a class="xref" href="#topic_w3j_fsl_tgc">Step 3: Try out the AI agent</a></li>
<li class="li"><a class="xref" href="#topic_fqg_m4c_x2c">Step 4: Invite other team members (optional)</a></li>
<li class="li"><a class="xref" href="#topic_x55_pwz_y2c">Wrapping up</a></li>
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<div id="topic_lhf_5jc_x2c" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Starting the setup wizard for AI agents</h2>
<div class="body">
<p class="p" dir="ltr">AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. As AI becomes increasingly essential to customer interactions, AI agents enable you to move toward greater automation and efficiency.</p>
<div class="note warning">
<span class="warningtitle">Warning:</span> To help you learn about AI agents, the AI agents setup wizard creates a new public article and adds it to your help center in a new category. If you have a public, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5702269234330" target="_blank" rel="noopener">activated</a> help center, you may want to consider this issue before starting the wizard.</div>
<p class="p"><strong class="ph b">To start the setup wizard</strong></p>
<p class="p">The setup wizard for AI agents opens automatically in your Zendesk Suite trial account.</p>
<ol id="topic_lhf_5jc_x2c__ol_jyj_3lc_x2c" class="ol">
<li class="li">Open <a class="xref" href="https://www.zendesk.com/" target="_blank" rel="noopener">Zendesk home</a> and select <strong class="ph b">Try for free</strong>.
<p class="p">You can also start a trial by selecting <strong class="ph b">Try for free</strong> on the top of the <a class="xref" href="https://www.zendesk.com/pricing/" target="_blank" rel="noopener">Zendesk pricing page</a>.</p>
When you start your trial, you’ll receive an email message asking you to verify your account.
<p class="p"><img id="topic_lhf_5jc_x2c__image_qb5_bmc_x2c" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_account_verify2.png" width="300"></p>
</li>
<li class="li">In the email, click <strong class="ph b">Verify my email</strong>.
<p class="p" dir="ltr">A Welcome panel appears for the AI agent setup wizard.</p>
<p class="p"><img id="topic_lhf_5jc_x2c__image_e2r_hwy_2hc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_website3.png" width="600"></p>
<p class="p">The left side of the wizard includes a text field where you can add your website. The simulator on the right side of the wizard shows you how the AI agent works with customers when they ask questions. To learn more about how Zendesk AI agents work, click <strong class="ph b">Powered by AI</strong>.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you don’t want to try out AI agents at this time, click <strong class="ph b">Not now</strong>. You can skip this walk through and set up AI agents in your account later. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6478272212506" target="_blank" rel="noopener">Getting started with AI agents - Essential</a>.</div>
</li>
<li class="li">Add your website to the wizard.
<p class="p">Zendesk uses the information on your website to build knowledge for your AI agent. This helps the AI agent answer questions your customer may have.</p>
<p class="p">If you don't have a website, click <strong class="ph b">Add content manually</strong> and paste information about your company.</p>
<p class="p"><img id="topic_lhf_5jc_x2c__image_xqg_x4f_rhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_manual2.png" width="300"></p>
</li>
<li class="li">After you add information about your company, click <strong class="ph b">Get started</strong>.
<p class="p">You see some progress messages as the wizard builds knowledge for your agent, including a list of the website URLs the AI agent will use. To learn more about providing knowledge for AI agents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7849915550618" target="_blank" rel="noopener">Strategies for building up your help center content for AI</a>.</p>
<p class="p"><img id="topic_lhf_5jc_x2c__image_css_hgg_rhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_progress_first.png" width="300"></p>
<p class="p"><img id="topic_lhf_5jc_x2c__image_zt4_ngg_rhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_agent_progress_second.png" width="350"></p>
<p class="p">The setup wizard uses the information you provide to create an article in your help center. The AI agent refers to the content in this article to answer questions from customers and other end users. See the example below.</p>
<p class="p"><img id="topic_lhf_5jc_x2c__image_srb_w4b_lhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_knowledge_article.png" width="600"></p>
</li>
</ol>
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<div id="topic_q4k_lvx_x2c" class="topic nested1" aria-labelledby="ariaid-title3">
<h2 id="ariaid-title3" class="title topictitle2">Step 1: Ask your AI agent questions</h2>
<div class="body">
<p class="p" dir="ltr">Now that the AI agent has some knowledge, try out its brainpower by asking it questions.</p>
<p class="p"><img id="topic_q4k_lvx_x2c__image_mdm_4xm_pfc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_questions_filled.png" width="300"></p>
<p class="p" dir="ltr"> </p>
<p class="p" dir="ltr"><strong class="ph b">To try out the AI agent's brainpower</strong></p>
<ol id="topic_q4k_lvx_x2c__ol_rxk_nrl_tgc" class="ol">
<li class="li" dir="ltr">Enter a question in the <strong class="ph b">Ask a question</strong> field.
<p class="p">Try questions that your customers typically ask based on the information you provided to the AI agent.</p>
<p class="p">The AI agent will reply to the question based on material from your website or the material you pasted in. If you don't get the answers you need, you can update the content to add more information.</p>
</li>
<li class="li">To update the source content, click <strong class="ph b">Edit sources</strong>.
<p class="p">You'll see a list of website URLs and content you can update.</p>
<p class="p"><img id="topic_q4k_lvx_x2c__image_iz2_j3g_rhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_brainpower2.png" width="600"></p>
</li>
<li class="li" dir="ltr">When you've finished trying out some questions, click <strong class="ph b">Next</strong> to continue the AI agent setup.</li>
</ol>
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</div>
<div id="topic_xb5_rrl_tgc" class="topic nested1" aria-labelledby="ariaid-title4">
<h2 id="ariaid-title4" class="title topictitle2">Step 2: Give the AI agent some personality</h2>
<div class="body">
<p class="p">You can control how AI agents respond to customers by giving the AI agent a name and picking a conversation style. These elements set the tone for how you want to connect with customers. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8753435048474#topic_mn5_1wd_f2c" target="_blank" rel="noopener">Configuring an AI agent persona</a>.</p>
<p class="p"><img id="topic_xb5_rrl_tgc__image_xns_xrl_tgc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_knowledge_personality2.png" width="600"></p>
<p class="p" dir="ltr"><strong class="ph b">To give the AI agent some personality</strong></p>
<ol id="topic_xb5_rrl_tgc__ol_bnr_csl_tgc" class="ol">
<li class="li" dir="ltr">Enter an <strong class="ph b">AI agent name</strong>.</li>
<li class="li" dir="ltr">Select a <strong class="ph b">Conversation style</strong>.
<p class="p" dir="ltr">Choices include: <strong class="ph b">Informal</strong>, <strong class="ph b">Professional</strong>, and <strong class="ph b">Enthusiastic</strong>.</p>
<p class="p">You can ask a few questions to see how the replies vary depending on the conversation style.</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong> to continue the setup.</li>
</ol>
</div>
</div>
<div id="topic_w3j_fsl_tgc" class="topic nested1" aria-labelledby="ariaid-title5">
<h2 id="ariaid-title5" class="title topictitle2">Step 3: Try out the AI agent</h2>
<div class="body">
<p class="p" dir="ltr">Now that the AI agent has some knowledge and a personality, you can try it out by sending a question by email or typing into a chat widget. You can try several variations of the question in emails and chats to see how it works. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9462994470810" target="_blank" rel="noopener">Testing an AI agent.</a></p>
<p class="p"><img id="topic_w3j_fsl_tgc__image_wmh_tmm_tgc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_knowledge_test4.png" width="600"></p>
<p class="p" dir="ltr"><strong class="ph b">To test with an email </strong></p>
<ol id="topic_w3j_fsl_tgc__ol_uml_jsl_tgc" class="ol">
<li class="li" dir="ltr">Click <strong class="ph b">Copy</strong> to copy the email address shown in the wizard.</li>
<li class="li" dir="ltr">Open your mail tool and send an email message to this address.
<p class="p" dir="ltr">In the email message, include a question related to the knowledge you provided to the AI agent.</p>
<div class="note important">
<span class="importanttitle">Important:</span> When you test with an email, be sure to send your question from an email address that's different from the email address you used to create your Zendesk account. Otherwise, you won't receive an automatic reply from the AI agent.</div>
<p class="p">After a few moments, you should receive an email reply from the AI agent that answers your question.</p>
<p class="p"><img id="topic_w3j_fsl_tgc__image_tgb_rv2_fhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_request_email.png" width="600"></p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To test on a chat widget</strong></p>
<ol id="topic_w3j_fsl_tgc__ol_wml_jsl_tgc" class="ol">
<li class="li" dir="ltr">Click <strong class="ph b">Copy link</strong> to copy the chat widget link.</li>
<li class="li" dir="ltr">Open a new browser window.</li>
<li class="li" dir="ltr">Paste this link into the browser address bar and press <strong class="ph b">Return</strong>.</li>
<li class="li" dir="ltr">When the chat widget appears, enter a question related to the knowledge you provided to the AI agent.
<p class="p">You should receive an reply from the AI agent that answers your question.</p>
</li>
</ol>
<p class="p"><strong class="ph b">To complete the AI setup wizard</strong></p>
<ul id="topic_w3j_fsl_tgc__ul_hnd_ssl_tgc" class="ul">
<li class="li">When you’ve finished testing, click <strong class="ph b">Next</strong>.</li>
</ul>
</div>
</div>
<div id="topic_fqg_m4c_x2c" class="topic nested1" aria-labelledby="ariaid-title6">
<h2 id="ariaid-title6" class="title topictitle2">Step 4: Invite other team members (optional)</h2>
<div class="body">
<p class="p">Inviting other team members gives them access to the Zendesk Suite trial and provides them with an opportunity to try out an AI agent. Team members act as agents and admins to help you manage support requests. You can add up to four additional team members to your trial account. To learn more about team members, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank" rel="noopener">Adding agents and admins</a>.</p>
<p class="p"><img id="topic_fqg_m4c_x2c__image_vzz_1qc_x2c" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_invite2.png" width="450"></p>
<p class="p"><strong class="ph b">To invite other team members</strong></p>
<ol id="topic_fqg_m4c_x2c__ol_qb4_tpc_x2c" class="ol">
<li class="li" dir="ltr">Enter an email address for your team member.</li>
<li class="li" dir="ltr">Assign a role for the team member.
<p class="p">Agents work with tickets and reply to customer requests. Admins can work with tickets and also manage account settings.</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">+Add</strong> to add additional team members.</li>
<li class="li" dir="ltr">When you’ve finished adding team members, click <strong class="ph b">Invite</strong>.
<p class="p" dir="ltr">Invited team members receive an email invitation to join your Zendesk account.</p>
</li>
</ol>
</div>
</div>
<div id="topic_x55_pwz_y2c" class="topic nested1" aria-labelledby="ariaid-title7">
<h2 id="ariaid-title7" class="title topictitle2">Wrapping up</h2>
<div class="body">
<p class="p">Congratulations! You’ve set up and tested an AI agent. Now that you’ve tried out an example AI agent, you can continue to set up your account.</p>
<p class="p"><img id="topic_x55_pwz_y2c__image_hdc_twz_y2c" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_ai_next2.png" width="600"></p>
<p class="p"><strong class="ph b">To continue setting up</strong></p>
<ul id="topic_x55_pwz_y2c__ul_avy_gjm_tgc" class="ul">
<li class="li">Click <strong class="ph b">Keep going</strong> to continue your account setup and open the email setup wizard. For more information on connecting your email, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578#topic_q4k_lvx_x2c" target="_blank" rel="noopener">Connect your support email</a>.</li>
</ul>
</div>
</div>
<div id="topic_p4g_4jm_tgc" class="topic nested1" aria-labelledby="ariaid-title8">
<h2 id="ariaid-title8" class="title topictitle2">What's next for AI agents?</h2>
<div class="body">
<p class="p">After you’ve finished connecting your support email, you can add your own permanent AI agents and knowledge articles to your account and get them working for you. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6478272212506" target="_blank" rel="noopener">Getting started with AI agents - Essential</a>.</p>
<p class="p">When you've finished your trial, click <strong class="ph b">Buy your trial</strong> at the top of the page to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828690074#topic_emj_rlz_rdb" target="_blank" rel="noopener">purchase</a> a Zendesk Suite plan. Be sure to include the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank" rel="noopener">Copilot add-on</a> as part of your purchase, so you can get the full benefit and power of Zendesk AI agents.</p>
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