Zendesk AI & Advanced AI

🖼️ Tool Name:
Zendesk AI & Advanced AI

🔖 Tool Category:
AI-powered customer support automation platform; falls under Smart Assistant, Productivity & Automation, and Business & Marketing.

✏️ What does this tool offer?
Zendesk AI serves as the intelligence layer within the Zendesk customer service suite. It automates and enhances workflows with features like AI-driven agents, autoreplies, generative suggestions, ticket routing, knowledge augmentation, and Copilot for agent assistance. ([turn0search1])
The Advanced AI add-on provides more sophisticated capabilities—such as intelligent triage, hybrid conversation flows, API orchestration, and analytics—for deeper automation. ([turn0search4], [turn0search5])

⭐ What does the tool actually deliver based on user experience?

• Zendesk AI (included in Suite plans):
  • Autoreplies with relevant article suggestions
  • Generative reply suggestions
  • Macro and intent recommendations
  • AI-generated content in the context panel and semantic Help Desk search
  • Autonomy across channels like messaging, email, and web forms ([turn0search3])

• Zendesk Copilot (add-on):
  • Auto-assist and suggested first replies

• Advanced AI (premium add-on):
  • Intelligent ticket triage (by intent, language, sentiment)
  • Hybrid scripted + generative conversation flows
  • API-based orchestration and actionable workflows
  • Agent chain-of-thought reasoning and analytics
  • Advanced insights like summary generation and macro suggestions ([turn0search4]), ([turn0search13])

🤖 Does it include automation?
Absolutely — automation is at Zendesk AI’s core. It automates resolution of customer queries via AI agents, reduces manual ticket handling by up to 80%, and offers intelligent agent workflows supported by reasoning and RAG (Retrieval-Augmented Generation) models. ([turn0news20], [turn0search13])

💰 Pricing Model:
Zendesk AI is included in core Suite subscription plans. For advanced automation, users must add the Advanced AI add-on plus usage-based resolution fees. ([turn0search3], [turn0search4], [turn0search11])

🆓 Free Plan Details:
There is no free or standalone free plan—Zendesk AI features are accessible only through paid subscription tiers.

💳 Paid Plan Details:

• Suite Professional Plan: ~$115 per agent/month annually. Add-on Advanced AI costs an additional $50 per agent/month. ([turn0search4])

• Usage above included automated resolutions incurs additional charges:
  • ~$2.00 per extra resolution (pay-as-you-go)
  • ~ $1.50 per resolution when pre-purchased in volume ([turn0search11])

• Example roadmap: At a minimum, including Advanced AI, cost can reach ~$165 per agent/month. ([turn0search4])

🧭 Access Method:
Available via Zendesk Suite interface. Admins enable AI features through plan settings, then configure AI agents, Copilot, and workflows within the Zendesk agent workspace.

🔗 Experience Link:

https://www.zendesk.com