Ultimate

Zendesk AI Agents are autonomous customer experience (CX) and employee-support agents built into the Zendesk customer service platform. They’re designed for organizations that already use, or are planning to use, Zendesk for customer service or internal help desks, and want AI to handle the majority of incoming requests.

The product focuses on automating 80%+ of interactions by letting AI agents resolve complex issues across any channel supported by Zendesk (such as messaging, chat, and voice). According to Zendesk’s positioning, these agents use your existing knowledge base, policies, and connected systems to deliver relevant, personalized answers and actions for both customers and employees.

You manage and deploy AI agents from the Zendesk web interface. Setup is pitched as low-friction: you can launch an agent “in 3 clicks” with no scripting or model training, then scale it across use cases, channels, and 80+ languages. Agents are part of the broader Zendesk ecosystem, which includes ticketing, messaging, help center, voice, and marketplace integrations.

Zendesk AI Agents lean heavily into agentic behavior: they’re meant to reason about incoming requests, adapt to context, and act independently within your support environment, not just answer FAQs. The platform adds operational controls like automatic resolution validation and built-in QA scoring on 100% of AI interactions, which is useful if you care about monitoring automation quality over time.

However, the publicly visible page doesn’t specify which underlying AI models are used, how they’re configured, or how deeply agents can interact with third-party systems beyond Zendesk’s own products and integrations. Detailed setup steps, data handling specifics, and security controls aren’t described here, though Zendesk links to separate trust and security resources. Pricing for AI Agents isn’t broken out on this page, so you’ll need to consult the main Zendesk pricing or contact sales.

This is not a general-purpose developer framework for building arbitrary AI agents; it’s a packaged solution optimized for customer and employee support flows inside Zendesk. It’s a strong fit if you’re a B2B organization looking to automate high-volume support with minimal technical work. It’s less suitable if you’re an individual user, a very small team that doesn’t need a full CX platform, or a developer looking for low-level control over models, prompts, and custom orchestration.