Overview
Native AI agents in Zendesk that autonomously resolve customer queries across messaging, email, and voice using your knowledge base.
Details
Zendesk AI Agents (formerly Ultimate, which Zendesk acquired) provide autonomous resolution within the Zendesk Suite. Agents are trained on help center articles, macros, and historical tickets, and can take real actions through Zendesk’s APIs and integrations to update orders, process returns, or change subscriptions. The platform offers a no-code agent builder, multi-language support across 100+ languages, and analytics on resolution rates and CSAT. Zendesk also offers AI Agent Builder for advanced custom logic. It is part of Zendesk’s broader bet on AI-first service.