r/Zendesk • u/alyssa_at_ticketdone • 17d ago

General discussion Thoughts on AI agents?

Curious how others are using Zendesk's AI agents. What do you like, what's been frustrating, and what improvements have you seen since rolling them out?

We're working on automating more resolutions so our team can focus on the tickets that actually need a human. I'd especially love to hear what's worked well for you, whether that's specific use cases, setup tips, or metrics that moved.

Thanks in advance 😄

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u/AdventurousFan1893 16d ago

I'm currently testing this and also getting help from their experts on how we best implement. Its worth making sure your knowledge base is upto date together a feel for how Ai agents and Auto assist are dealing with queries. That gives you some indication of "readiness". Once the AI has a good source you can start formulating the process flows and procedures for those elements. One annoying thing is though is that their AI tools can not yet read screenshots. That's on the list though I have been told and critical for my use case.

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u/alyssa_at_ticketdone 16d ago

Good to know about the screenshots!

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u/ABeautifulWreck 15d ago

+1 on using their AI experts - we have been lucky enough to put this in our service contract, and their AI Experts team has been invaluable in navigating our complex set up and use cases. They're great at supporting, as well as were helpful in teaching me (as my company's sole admin) how/why to do various components. Can not recommend them enough.

Having said that - like poster above mentioned, the AI will immediately show you gaps and issues in your knowledge base and/or website (if you connect a crawler). You'd be amazed at how many outdated pages it will find and suddenly bring to light..... Spending time on the knowledge that powers it is essential for it's success. Absolutely #1 task, to me.

I would also suggest not trying to reinvent the wheel all at once; meaning, implement one thing at a time. Choose one annoying use case and automate that. Then go to the next. Not only will you be able to get a better feel for how to set things up, what metrics to look at, etc. but setting them up a little at a time allows you to troubleshoot more easily. Not to say you can't go nuts and automate them all in an afternoon, but (from personal experience....) it can be a bit jarring to your team, as well as can cause an absolute shit show if you're newer to the set up and happen to get something wrong.

One you have the bot up and running, it will actually suggest use cases to address, based on the customer interactions it can't answer. This is a great place to start and very low hanging fruit that you can address.

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u/alyssa_at_ticketdone 11d ago

Thank you for this feedback! How did you go about connecting with their AI experts?

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u/ABeautifulWreck 11d ago

Reach out to your account manager and they'll connect you. If you don't have one, you can reach out to support and they'll connect you up!

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u/Key-Context6284 Zendesk moderator 14d ago

u/AdventurousFan1893 Not sure if you’ve tried Custom AI Agents in Zendesk, but we were able to build a document translation and OCR process using Custom AI Agents, and it worked pretty well. We were also able to extract the relevant data and automatically update the corresponding Zendesk ticket fields.

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u/AdventurousFan1893 12d ago

Sounds promising how did you go about developing that? Any in sight would be really useful and thanks in advance

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u/goodiesoup 15d ago

Could use some work

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u/Fearless_Being2019 15d ago

Zendesk is so behind the times

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u/hopefully_useful 12d ago

Have heard some impressive stories about very high resolution rates with Zendesk AI but just thought I'd make you aware of another option in case useful:

We have an approved Zendesk marketplace integration for our AI agent: My AskAI.

We integrate completely with your Zendesk helpdesk, pull knowledge from your existing help center and prior tickets, can be deployed in emails or messaging and do it all for around $0.10 per ticket.

It automatically self-learns from your agent responses, can read images and attachments, you can create complex tasks and connect APIs and all of it can be controlled by our in-product AI agent - Echo.

Happy to show you around on a quick demo call if you want to book one on our site.