Eligibility, Pricing & Program details

Eligibility and program details

This EAP is open to Zendesk customers who meet the following requirements:

Required products - Zendesk voice (Talk) and AI agents Advanced (Ultimate).

Product support - the current release supports Zendesk voice only. Zendesk Contact Center support will be added soon.

Language (EAP) - English at launch, with a fast follow planned for 60+ additional languages.

Call consent - all AI agent interactions are transcribed. You can add a disclosure message in the dialogue flow where required.

Ticketing - every AI-agent-connected call creates a ticket with a transcription and a summary.

Copilot compatibility - if you also use Zendesk copilot intelligent triage, AI agents transcription is compatible with it. Other copilot functionality continues to work for human to caller conversations after escalation.

Routing - supports both omnichannel routing and Talk-native call routing.

Emergency use - not intended for evaluating or classifying emergency calls, or for dispatch or triage scenarios.

Testing setup - AI agents are not supported in sandbox environments today. To test, you can purchase a Talk phone number. Incoming calls to that number connect to the AI agent when configured. Standard number and calling charges apply, and the number can be deleted after testing.

Pricing and billing during the EAP

Usage of voice AI agents during the EAP is billed as follows:

Automated Resolutions (ARs) are billed at standard rates

Voice (talk) minutes used: See Zendesk Talk number availability and pricing.

An additional AI agent connection charges apply on a per-minute basis when the AI agent is connected to a call. Charges accrue only for the time the AI agent is active. Current rates per minute:

USD - $0.005

GBP - £0.0033

EURO - €0.0042

BRL - R$0.035

Pricing notice - pricing and packaging for voice AI agents are subject to change following the conclusion of the EAP.