Zendesk AI capabilities

Autonomous AI agents that resolve customer requests end-to-end across messaging, email, and voice without human escalation.

Real-time AI assistant that surfaces next-best-action suggestions, drafts replies, and executes routine actions on behalf of human support agents inside the agent workspace.

AI-powered automatic classification of incoming tickets by intent, entity, sentiment, and language to route them to the right team or automation without manual tagging.

Unified knowledge graph that consolidates help content from multiple sources and automatically optimises articles based on recent support conversations.

Workflow automation that connects AI agents and human handoff across email, messaging, live chat, voice, and social channels from a single platform.

Zendesk AI is sold as part of the Zendesk Suite and Support plans, with AI add-ons available for advanced copilot, workforce engagement, and contact centre capabilities.

Automated QA that monitors 100% of support interactions (human and AI agent) and scores every conversation to surface coaching opportunities.

Data protection controls for AI features including zero-retention agreements with model providers and a multi-LLM architecture that keeps customer data from being used for model training.