What is Zendesk voice AI agents EAP?

We’re opening an Early Access Program (EAP) for Zendesk voice AI agents - a natively integrated voice automation solution designed to deliver natural, conversational customer experiences over the phone.

Voice AI agents extend Zendesk AI automation to voice, enabling end-to-end call handling and seamless escalation to live agents when needed, with full context and conversation history carried through to Agent Workspace.

Voice AI agents are fully generative and built on the Zendesk Resolution Platform. They can handle common, repeatable tasks and are also built to support advanced workflows that use procedures and integrations.

What do you get with voice AI agents?

Voice AI agents help teams automate routine phone support while maintaining high-quality customer experiences:

End-to-end voice automation from greeting and intent capture to resolution and wrap-up

Natural, real-time conversations that let customers speak freely while the AI agent responds instantly

Native integration with Zendesk voice, allowing AI agents to be assigned directly to Talk phone lines

Seamless escalation to live agents using omnichannel routing or Talk-native routing, including full call context and conversation history

Support for generative procedures, including API integrations, data dipping, and action execution where configured

Please note: Our voice AI agents are built to support a broad range of real-world use cases. As part of the Early Access Program (EAP), the platform is actively evolving and certain advanced or highly specialized workflows may require iteration as we continue to expand coverage and robustness.

During the EAP, we will be making targeted improvements - particularly around more complex scenarios such as multi-step data-dip interactions, conversational interruptions, regulated PII handling and multilingual or dialect-specific conversations.

EAP participants play a key role in shaping the product. If you encounter edge cases or limitations, your feedback through our product community will directly inform prioritization and enhancements. This program is designed as a collaborative, iterative partnership as we work toward production-grade readiness for a wide range of deployment needs.

For detailed, step-by-step instructions on creating, configuring, and connecting a voice AI agent, see this Help Center article.