Zendesk AI Copilot.
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Zendesk AI Copilot.
Zendesk AI Copilot is an intelligent assistant for customer service teams. Copilot provides ongoing support to agents as they work on tickets, helping them respond faster, more accurately, and more consistently. The solution is designed to enhance the customer experience without removing control from the agent. The AI offers suggestions—not decisions—leaving the agent to review, adapt, and send the final response. Zendesk Copilot is available in the Agent Workspace and is designed to integrate seamlessly into existing workflows.
Examples of use cases for Zendesk AI:
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Automatically route tickets based on inquiry content.
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Add priority and key information before tickets reach agents.
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Suggest replies and similar tickets to support agent training.
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Summarize long conversations.
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Assist agents with automated responses and actions based on company procedures.
Zendesk AI Copilot and AI Assistance for Agents.
Zendesk AI Copilot provides agents with intelligent reply suggestions based on the content of the inquiry and knowledge from the help center. The responses can be customized before being sent, helping agents reply faster and more consistently. Copilot also suggests relevant actions—such as applying the correct macro—streamlining manual steps. The team receives real-time support directly within the workspace, with no need to search, click around, or switch systems.
Faster insights and better overview.
Zendesk Copilot gives agents quick access to relevant information and helps them handle tickets more efficiently. When a ticket is opened, an automatic summary provides a clear overview of the case—without the agent having to read through the entire history.
Copilot also suggests similar previously resolved tickets, allowing agents to draw from past solutions with ease. In addition, quick answers from the help center are presented, enabling fast responses with accurate content.
To reduce duplicate work, Copilot recommends tickets that should be merged, ensuring similar inquiries are handled together and customers receive more streamlined follow-up.
Zendesk Generativ AI.
By incorporating generative AI as a tool for Zendesk agents, you provide them with a text generator to assist in composing responses.
The AI can adjust the tone of written messages, improve existing text, and help agents deliver more effective and tailored responses. Additionally, the AI can be used to translate text when needed.
In Zendesk Guide, Generative AI can suggest content for articles missing from the knowledge base and help fill knowledge gaps based on actual customer inquiries. It can also be used to produce content for knowledge base articles.
Administrative Support and Entity Detection.
The AI functionality in Zendesk offers valuable support for administrators. It can suggest missing macros and generate draft knowledge base articles where content gaps are detected, which are then submitted for approval. This streamlines the process of identifying and closing knowledge gaps, ensuring the continuous development of self-service resources.
New functionality also includes entity detection, where the AI automatically identifies and extracts key elements from a ticket—such as serial numbers, product names, or dates—and uses this information to populate fields or tailor responses. This improves data quality and increases efficiency in ticket handling.
Zendesk also plans to expand its AI tools with support for insight reporting and suggestions for improvement areas, making it easier for administrators to monitor and optimize customer service performance.