About the AI agents - Advanced add-on

AI agents - Advanced is an add-on available for purchase for Suite and Support plans that enhances the AI agent functionality in Zendesk.

This article answers the following questions:

What is AI agents - Advanced?

How does AI agents - Advanced work?

Why should I use AI agents - Advanced?

Who can use AI agents - Advanced?

How do I turn on AI agents - Advanced?

Where can I learn more?

Related articles:

About AI agents

Getting started with AI agents - Advanced

What is AI agents - Advanced?

The AI agents - Advanced add-on is an upgrade to Zendesk’s AI agent functionality. The add-on includes all the features of the AI agents - Essential level, in addition to advanced capabilities such as conversation flows that combine generative and scripted responses, comprehensive API access, and advanced analytics.

How does AI agents - Advanced work?

With AI agents - Advanced, you can automate more complex customer queries, create scripted conversation flows for specific scenarios, integrate with other systems to fully automate requests, and benefit from in-depth reporting on your AI agent usage and automation rates.

The following are key features of AI agents - Advanced:

Zero-training AI agents: These advanced AI agents use generative AI to understand a customer's message and either answer directly based on your help center content, or else link to an appropriate conversation flow designed by your admins.

Dialogue builder: This tool lets you create complex, automated conversation flows, including hybrid flows that combine generative AI responses with scripted flows.

Integration builder: This tool lets you leverage comprehensive API access and orchestration to integrate your AI agents with your customer relationship management (CRM) software and other third-party tools.

Advanced analytics: A comprehensive AI agent performance dashboard gives you insights into key automation metrics, lets you report on the value of AI agent outcomes, and helps you make data-driven decisions to improve future efficiency.

For even more about what AI agents - Advanced contains, see Navigating AI agents - Advanced functionality.

Why should I use AI agents - Advanced?

You should consider upgrading to AI agents - Advanced if you have high support volumes or complex automation requirements. These features are specifically designed to significantly increase your automation rates, even for complex customer service scenarios.

Who can use AI agents - Advanced?

The AI agents - Advanced add-on is available for purchase for customers on any Suite or Support plan.

How do I turn on AI agents - Advanced?

First, you must purchase the AI agents - Advanced add-on. To do so, contact Zendesk Sales. When you purchase the add-on, you’re allotted a certain number of automated resolutions, which are used to measure usage of AI agents.

After you’ve purchased the add-on, see Getting started with AI agents - Advanced.

Where can I learn more?

For more information, see AI agent resources.