On May 29, 2025, the Zendesk team hosted the third session in our Relate deep dive series, focusing on AI tools designed to empower agents and admins delivering efficient customer service. This webinar showcased the latest AI innovations, including the Zendesk Resolution Platform and Copilot, an AI assistant that enhances agent productivity and seamless workflows. Our expert speakers covered some practical applications of these tools and shared best practices for implementation and optimization.
Highlights include
- Zendesk Resolution Platform & Copilot: The team introduced the platform that combines AI, smart workflows, and human agents to resolve customer issues efficiently, with Copilot providing real-time assistance and automation for agents.
- Agent Assistance Features:
- Action flows enable agents to perform tasks directly within tickets using no-code integrations with tools like Jira and Slack.
- Expanded knowledge sources allowing AI to suggest replies from help articles when no formal procedure exists.
- Inline instructions delivering real-time guidance to agents for manual or judgment-based steps.
- Live Copilot demo: We walk through managing technical support tickets, showcasing AI-generated replies, automated actions, diagnostic processes, and knowledge article suggestions.
- Admin Tools & AI Insights Hub: We covered our centralized dashboard for admins to configure AI features, monitor usage, and receive AI-driven workflow recommendations.
- Intelligent triage with customizable intents, entity detection, and dynamic sentiment tracking to improve ticket routing and escalation.
- Prompt-Based Reporting: Our experts showcased new features enabling natural language queries, for instant reporting, reducing reliance on analysts. Early access begins in June, with full release expected in Q3 2025.
What we learned
Attendees gained valuable insights into:
- How to effectively integrate AI tools like Copilot into customer service workflows to boost agent productivity and improve resolution times.
- Best practices to configure AI-driven action flows, knowledge sourcing, and inline instructions to support agents in complex scenarios.
- The importance of admin management through AI Insights Hub for managing AI capabilities and optimizing service workflows.
- How prompt-based reporting can modify data access, enabling teams to generate insights without specialized reporting skills.
- Strategies for gradual AI adoption, balancing automation with human judgment, and continuously refining AI models based on operational data.
We also hosted a live Q&A session, providing an interactive platform for participants to clarify feature capabilities, roadmap plans, and implementation strategies, enhancing understanding and readiness for AI adoption.
Next Steps
Don’t miss the upcoming fourth session in this series on Contact Center, scheduled for June 16, 2025, featuring Jonathan Barouch, VP and GM of Contact Center.
Plus, mark your calendar for the Zendesk Digital Workshop: AI Masterclass on July 10 at 10am PT / 1pm ET.
Adopt AI with confidence! Gain expert guidance and real-world examples to help you implement AI, scale automation with AI agents, and drive impactful results across your CX team.
Save your spot today and take your customer experience to the next level!
Webinar resources
