Contents

- Zendesk Messaging (AI bots)

- AI in Agent Workspace

- New metrics

- Appendix (more AI features)

AI chatbot

(end-user experience)

Try asking the bot these questions:

• How do I turn on 2FA?
• My account is locked. What do I do next?

Documentation:

Understanding answer step types

Bot and bot builder resources

Unlock further metrics with Messaging + Bot Builder

Documentation:

Overview of the Zendesk Messaging dashboard

Analyzing your messaging tickets

Agent Workspace

Suggested Replies

Click each banner to go to reveal further information

The suggested replies feature uses generative AI to suggest the first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.

The suggested replies feature scans the comments in a ticket or messaging conversation and compares them against your existing macros and help center articles. Macros are evaluated first, followed by help center articles.

If a high-confidence match is identified, a suggested reply is populated in the composer. This happens only for the first agent reply. Suggested replies based on macros match the exact content from your account, while suggested replies based on help center articles are AI-generated. Agents can either reject, accept, or modify the replies.

Appendix 1: Generative Search for KB

Appendix 2: Voice AI Demo (3 min)

Documentation:

Announcing generative AI-powered call summarization for Zendesk Talk (EAP)

Appendix 3: Entity Detection (EAP)

Next slide: Entity Detection (EAP) Full Demo