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Moving to automated resolutions from existing bot pricing plans

TobyH Howard
Suite Team, Growth, Professional, Enterprise, or Enterprise Plus
The automated resolutions pricing model for AI agents is now live. See About the latest pricing plan for more information.

Zendesk has evolved the pricing and packaging for AI agents (formerly Zendesk bots). AI agents capabilities are available on all Suite and Support plans. AI agents pricing is now measured in automated resolutions, replacing the former monthly active users (MAUs) pricing for Zendesk bots and Answer Bot resolutions.

Read this article to familiarize yourself with the AI agents functionality, the automated resolutions model, and related changes to the Zendesk UI.

Note: The automated resolutions pricing model applies only to AI agents. Sunshine Conversations MAUs are not affected by this change.

This article includes the following sections:

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Changes to Zendesk plans

You have access to AI agents features on all Zendesk Suite or Support plans, and you can start exploring the capabilities. Automated resolutions are the unit of measurement for calculating AI agent usage, and you’ll have greater control when managing your automated resolution allotment.

This section includes the following topics:

AI agents features included in your plan

All Zendesk Suite and Support plans, as well as legacy Support plans, include access to all AI agents capabilities. Some of these features were previously part of the Copilot add-on. AI agents functionality include conversation bot and autoreplies for articles.

For more information about the specific features included in AI agents functionality, see Overview of AI agents.

Automated resolutions included in your plan

Current Zendesk Suite and Support plans include a baseline number of automated resolutions. All plans have a maximum of 10,000 allocated automated resolutions per year.

Plan Zendesk Suite Support (standalone)
Enterprise 15 automated resolutions/agent/month 15 automated resolutions/agent/month

Professional

Growth

 10 automated resolutions/agent/month 10 automated resolutions/agent/month
Team 5 automated resolutions/agent/month 5 automated resolutions/agent/month

If you find that you need to increase the number of automated resolutions available to you to avoid exceeding your allotted amount, which can incur overage charges. You can add automated resolutions to your account and cap the number of automated resolutions that can be consumed by your account each month.

Note: Legacy Support plans include access to AI agents but do not come with included automated resolutions. Legacy customers can purchase automated resolutions.

Changes for Answer Bot resolution and MAU users

Note: All accounts have been migrated to the automated resolutions pricing model.
During the transition to the automated resolutions model, accounts currently using Answer Bot resolutions and monthly active users (MAUs) to calculate bot usage will see some UI and functionality changes. Some of these changes are already live; others will be applied at a later date.

For a comprehensive list of changes, see What changes on my account when I migrate to automated resolutions?

Purchasing Answer Bot resolutions and MAUs

As of August 21, 2024, customers without a current bot usage commitment can no longer purchase new Answer Bot resolution or MAU bot usage packages. To use AI agent features, these customers must purchase automated resolutions.

If you have an active bot usage commitment, your bot usage management experience will not change until November 9, 2024, when usage units are transitioned to automated resolutions. Until then, you can continue to purchase additional Answer Bot resolutions and MAUs via the shopping cart or subscription page.

Transitioning to automated resolutions

On November 6, 2024, your account will begin using automated resolutions to calculate AI agent usage. This transition includes the following changes for Answer Bot resolution and MAU users:

  • Converting usage units to automated resolutions. Any unused Answer Bot resolutions or MAUs will be converted to automated resolutions. You can view the automated resolution amounts on your subscription page in Admin Center at Account > Billing > Subscription.
  • Removing dashboards. In Admin Center, the Answer Bot Article Recommendations and AI and bots usage dashboards will redirect to the Automated resolutions dashboard.
Note: You will not immediately be charged for automated resolution usage and overages. See About automated resolutions for AI agents for information on determining when you will be charged for automated resolution usage.

Testing AI agent features and usage

You can incorporate any or all of the AI agent features into your customer support setup. However, your account is subject to usage fees.

Experiment with AI agents functionality and monitor how different usage approaches might affect your automated resolution consumption.

You can ensure you're ready for AI agents in the following ways:

  • Become an AI agent expert. Spend some time learning about AI agents features and automated resolutions.
  • Explore AI agents. All Zendesk Suite or Support plans include AI agents functionality. Take a hands-on approach to the whole range of capabilities.
  • Monitor your automated resolution usage. As you experiment with AI agents, use the Automated resolutions dashboard to keep an eye on how different configurations impact your automated resolution usage. The dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown.

Finding more information

If you have feedback or questions related to AI agents, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

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