AI assistance for every role behind every resolution

AI agents are designed to be the first point of contact, handling customer conversations end-to-end. When a ticket requires a human touch, copilot steps in to assist the agent by providing context, suggesting next steps, and even taking action.

AI agents and copilot are part of Zendesk Agents, our connected network of AI agents, purpose-built for every role in service.

Copilot follows your business procedures which are written in natural language and stored in your knowledge base. With agent oversight, it can automatically trigger actions like updating fields and processing returns without the need for manual steps. These actions can be performed within Zendesk or across third-party systems.

Yes, copilot can take actions in third-party systems such as Shopify, Jira, Slack and more. These actions are designed to streamline common workflows, so your agents never have to leave their workspace.

Copilot helps agents deliver accurate and contextually relevant resolutions by learning from multiple sources. These include your knowledge base, ticket context, current conversations, procedures, macros and data from external systems.

Copilot is an add-on. For pricing details, please contact your account executive or visit our pricing page.

Zendesk customers can experience some of the benefits of copilot at no extra cost. Click here for more information.  

No. AI agents come as a part of your Zendesk Suite plan and copilot is an additional add-on.