Launch of AI agents for email and web forms

Zendesk now makes it possible to scale customer support in email and web forms using generative AI. With just a few clicks, you can deliver automated, personalized, and professional responses that provide fast support to your customers and smoother workflows for your team.

This is an ideal solution for businesses looking to reduce manual support, improve response times, and create a more consistent customer experience. Best of all: it is included in all Zendesk Suite and Support plans.

1) What's new with AI agents for email and web forms?

Previously, Zendesk could only send basic autoresponses via email and web forms, usually with links to suggested Help Center articles.

Now, a new generation of AI-powered responses is here. Zendesk’s AI agents can generate complete, personalized replies based on your Help Center content, enriched with relevant links for context.

The setup is fast and requires no coding. Thanks to more accurate and relevant answers, the need for manual follow-ups is significantly reduced and saving time and resources. And with a predefined AI persona, the tone remains consistent and professional across all channels.

A good example of how the AI agents work in practice is a customer inquiry received through the contact form: “What are the opening hours for your store in Oslo?” Previously, such a request would have been forwarded to customer service and had to be answered manually. Now, it is handled automatically by the AI agent.

The agent interprets the question, retrieves relevant information from a knowledge base article describing the opening hours for all stores, and generates a specific response: “The store in Oslo is open Monday to Friday from 8:00 AM to 4:00 PM.” The inquiry is thus answered immediately, efficiently, accurately, and without any human involvement.

2) Why is Zendesk making this change?

Email and web forms are still among the most commonly used customer service channels. However, unlike chat or messaging, they have been harder to automate efficiently.

Zendesk’s goal is to make it just as easy to automate support in these asynchronous channels as in real-time ones. Every customer deserves fast, consistent, high-quality support, no matter how they reach out.

By bringing generative AI to email and forms, Zendesk is removing barriers to automation in the most widely used and resource-intensive support channels.

3) How to get started ?

Activating this new functionality is simple and no upgrade is needed. AI agents for email and web forms are included in all Zendesk Suite and Support plans.

• Already using AI agents? You can enable email and web forms as new channels in your settings.

• Starting from scratch? You can create a new AI agent directly in the Admin Center and select which channels you want to support.

Need help or have questions? Reach out to us. We’ll make sure your new AI agent is up and running in no time.