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Thank you to everyone who joined our recent session exploring the powerful capabilities of Zendesk AI agents and knowledge. For those unable to attend, here’s a brief recap of what we covered and key insights to help you get started or optimize your AI-powered customer support.
Overview of AI agents essential and advanced:
Essential provides quick, knowledge base–driven AI chatbots that are easy to enable and require minimal setup.
Advanced comes with adaptive reasoning, empowering them to autonomously determine the most effective path to a resolution, handling the most nuanced inquiries across every channel.
Building better customer conversations:
Use conversation flows and dynamic forms with AI agents advanced to gather critical information upfront and tailor responses.
Connect AI agents to your CRM or backend systems for personalized, context-aware interactions.
Leveraging Zendesk Knowledge base:
AI agents rely heavily on well-structured, user-friendly knowledge articles.
Best practices include focused articles, clear language, and ensuring public access where possible for optimal AI response quality.
Escalation and routing:
Set escalation paths to route customers to live agents or specialized teams when AI can’t resolve issues.
Control escalation timing and messaging to maintain a smooth handoff experience.
Monitoring and improving AI performance:
Use analytics dashboards and Bot Satisfaction (BSAT) surveys to track AI effectiveness and customer satisfaction.
New AI-driven use case suggestions help identify automation opportunities by analyzing ticket trends.
Multi-Language support and customization:
AI agents advanced support around 80 languages for generative replies.
Procedures enable writing once and delivering responses in multiple languages without duplicating scripts.
Instructions and tone of voice features allow you to shape how the AI communicates, using clear, direct prompts and examples.
Importance of branding your AI agents:
Defining your company and brand details in the AI agent setup ensures accurate, brand-specific responses and reduces AI hallucinations.
Getting started without backend integrations:
AI agents essential is a great starting point if you don’t have backend integrations yet—simply connect to your knowledge base and turn on the AI agent to start delivering conversational support.
AI agents and Copilot:
Integration between AI agents and other Zendesk products like Copilot is on the roadmap to provide a seamless AI experience.
Review your knowledge base content and optimize articles for AI consumption.
Experiment with AI agents essential (included in the Suite) to see immediate benefits with minimal setup.
Explore advanced features like procedures, instructions, and multi-language support as your needs grow.
Monitor AI performance with BSAT surveys and analytics to continuously improve customer experience.
Webinar resources:
Help center resources:
Zendesk is helping support teams deliver consistent, human-like AI experiences across every channel. Explore Zendesk AI Solutions →
