Zendesk AI

Zendesk AI is the set of artificial intelligence features built into the Zendesk customer service platform, including an autonomous AI agent that can resolve support tickets on its own and a copilot that assists human agents with suggested replies and summaries.

The AI agent can handle common, repetitive questions across chat, email, and messaging channels using a company's existing help center and past ticket history, escalating to a human agent when a query is too complex or the customer asks for one.

For teams already using Zendesk for support, these AI features sit inside the same admin console and workflows, so there is no separate platform to learn, only new automation and reporting layered on top of existing tickets and macros.