Zendesk AI Agents is a customer service product that resolves support requests autonomously across messaging, email and voice. Zendesk states that the agents can resolve up to 80 percent of customer interactions. Answers are built from connected knowledge, complex workflows are reasoned through step by step, and actions are carried out across other systems. Built-in quality assurance gives visibility into how the agents perform, and a self-learning loop uses each resolution to improve later ones. The agents can be added on top of an existing service platform.
Support leaders, customer experience managers, service operations teams and contact center managers are the natural audience. Zendesk also organizes its offering by company type, covering start-ups, retail, financial services, technology, media and entertainment, government, education, manufacturing, healthcare and telecommunications. Teams that already use Zendesk for ticketing and the knowledge base can switch agents on without replacing that setup, while companies on other platforms are told the AI agents work on any platform. The product page lists Zendesk's customer base at more than 80,000 companies.
Common scenarios start with an incoming conversation in messaging or live chat, where an AI agent answers from the knowledge base and carries out actions such as updating records in connected systems. Email tickets can be resolved or triaged the same way, and voice calls can be handled with AI support in a contact center setting. Support managers use the built-in QA to score both human agents and AI agents, then feed findings back to improve answers. Zendesk's marketplace offers more than 1,800 apps, partners and integrations for extending what agents can do in customer service and employee support.
