Zendesk AI

Zendesk has integrated AI throughout its customer service platform to automate repetitive tasks, assist agents, and improve self-service. AI agents can handle common customer requests autonomously, while intelligent triage routes complex issues to the right human agents. For agents, Zendesk AI provides suggested replies, tone adjustment, ticket summarization, and knowledge base search. These tools help agents respond faster and more consistently without replacing their judgment on complex issues. The platform leverages data from billions of customer interactions to pre-train its models for customer service, reducing the setup time compared to building AI from scratch. It integrates with Zendesk's full suite of support, sales, and engagement tools.