AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. AI agent functionality is split into multiple levels, each offering the support you need for different business requirements.
AI agents - Essential is included in all Zendesk Suite or Support plans, and allows you to start automating in minutes with generative replies powered by the latest AI technology.
This article gives you an overview of how to start using the most important functionality included in AI agents - Essential, including AI agents for messaging and AI agents for email and web form.
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Getting started with AI agents for messaging
AI agents for messaging are bots that interact with customers through your Web Widget, mobile messaging channels, and social channels.
Using generative AI, these AI agents can have back-and-forth conversations with your customers, potentially resolving requests without ever requiring a human agent. In cases where a human agent is still needed, the AI agent can gather information during the handoff that helps human agents get up to speed quickly and resolve customer issues more efficiently.
To get started creating an AI agent for messaging, you’ll need to perform the following main tasks:
Optimize your help center content for AI agents
For best practices to optimize your help center content, see Optimizing your help center content for AI agents.
Configure a messaging channel
Before you can create an AI agent for messaging, you’ll need to create one or more messaging channels where it can communicate with your customers. You can offer messaging through a Web Widget for your website or help center, or through mobile SDK for your Android or iOS app.
If you haven't already configured a messaging channel, see Getting started with messaging for your website, help center, and mobile apps.
Create and configure an AI agent for messaging
You can set up an AI agent that responds to your customers on your messaging channel using your existing knowledge base. Your AI agent responds to questions in a conversational manner, providing AI-generated responses sourced from relevant help center articles.
When you create and configure your AI agent, you can:
- Choose a name that makes it clear customers aren’t talking to a human.
- Add a custom avatar to reinforce your brand.
- Configure the AI agent’s personality to reflect your organization’s tone and brand.
- Set your language. By default, the language is the same as the default language for your account, but you can configure the AI agent for multiple languages.
For step-by-step instructions on creating an AI agent for messaging, see Creating an AI agent for your web and mobile channels.
Publish the AI agent to your messaging channel
Publish the AI agent to your messaging channel At this point, you have a fully functional AI agent. You need to publish the AI agent to make it live in your messaging channel for customers.
For step-by-step instructions on publishing your AI agent, see Adding and removing an AI agent for a messaging channel.
Monitor AI agent performance to improve efficiency
After you've published your AI agent for messaging and your end users have been interacting with it for at least 48 hours, you can monitor its performance and continue to improve its efficiency.
Specifically, you can:
-
Use the Insights dashboard to get
a comprehensive overview of the AI agent’ metrics and response performance.
It can help you optimize your AI agent configuration and improve the
self-service experience for your customers.
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Review conversation transcripts to
see conversations that resulted in automated resolutions, which are
successful interactions between your customers and your AI agent. You can
also review unresolved conversation transcripts for patterns and
similarities in less-successful interactions.
Getting started with AI agents for email and web form
AI agents for email and web form are trigger-based replies that leverage either pre-written responses or suggested help center articles to resolve customer requests that come in through Support emails or the web form in your help center.
AI agents for email and web form come in two different varieties:
Autoreplies
Available for AI agents for email only, an autoreply is a trigger action that sends a pre-written response to a Support email ticket based on conditions you set in the trigger.
A common way to use an autoreply is to send a pre-written response based on an intent. For example, if the intent of a ticket is “Password reset,” you could configure an autoreply that automatically sends the requester instructions on how to reset their password.
To get started with autoreplies for email, see Automatically adding comments and notes to tickets using triggers.
Autoreplies with articles
Available for AI agents for email and web form, an autoreply with articles is a trigger action that suggests up to three help center articles in response to a customer’s request based on conditions you set in the trigger.
When a user submits a support request through email or the web form in your help center, the autoreply with articles trigger immediately sends up to three links to potentially relevant help center articles to help the user self-solve their issue.
To get started with autoreplies with articles for email, see Using autoreplies to recommend articles in email notifications.
To get started with autoreplies with articles for web form, see Using autoreplies to recommend articles in web forms.
After you’ve created an autoreply with articles trigger, whether for an AI agent for email or web form, you can analyze its performance using a prebuilt Explore dashboard. This information helps you identify opportunities to improve suggestions, resolutions, and click-through rates.
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