Relate deep dive on AI agents and knowledge
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5 steps to provide email support - Step 1: Plan your setup
April 29 @ 11 AM CDT
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Zendesk essentials: Live tutorials
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5 steps to provide email support - Step 2: Organize your team
May 6 @ 11 AM CDT
Hosted by: Zendesk
Zendesk essentials: Live tutorials
Duration
60 Minutes
Available to:
All Customers & Prospects
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Relate Deep Dive on Zendesk
Employee Service
May 14, 2025 11:00 AM CDT (75 Min)
Hosted by: The Zendesk Community & Product Marketing Teams��Open to all Prospects & Customers
Zendesk Community & PMM
Relate deep dive on AI agents and knowledge
Community Events
The Zendesk Resolution Platform
The #1 AI service solution
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Our speakers today
Product Marketing Manager AI agents
Aaron Wichman
Senior Product Manager AI agents
Daria Bogusz
Product Manager AI agents
Stuart Turner
2024
2025
2026
2027
2028
80%
AI Agents will
handle 80%+ of
resolutions within
the next few years
OUR VISION
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Scaling AI Agents remains an enormous challenge
Difficult to build & maintain
Limited automation potential
Concerns over quality & control
Next generation�of AI Agents
Our agentic AI Agents accelerate your path to 80% automation with minimal setup, full control, and built-in transparency.
Goal oriented and mission driven.
INTRODUCING
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AI Agents powered by agentic AI
The agency to plan and make decisions to solve user problems, interacting with any necessary tools and business systems.
Following business policies without deviating from them. You retain full control over the scope and limitations of automation.
No expertise required. Both admins and end-users can effortlessly solve problems with our intuitive AI—no training or experience needed.
A seamless, natural conversation that adapts to your style. Whether it's text or multimedia, your customers will feel like they’re talking to a real person, not a bot.
Control
Ease
Agency
Comfort
GUIDING PRINCIPLES
HOW IT WORKS
Four concepts�to know
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Knowledge
The foundation for your AI Agent. �Connect Knowledge to instantly launch �an AI Agent that delivers accurate, helpful responses in any language and your brand’s unique tone of voice.������������The #1 way customers use us! Achieve 30% automation rates - with no setup - with our Essential plan.
KEY CONCEPTS
DOCUMENTS
KNOWLEDGE BASE
APIs
WEBSITE
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Use cases
Drive deeper automation by focusing on your most common use cases.
Define goal-oriented objectives that the AI agent autonomously plans and acts to resolve user issues, moving beyond static, predefined dialogues.
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KEY CONCEPTS
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Procedures
Coach your AI Agent to follow specific guidance, rules, and multi-step processes.
Visualize your procedures in real-time to understand the AI’s decisions and refine your guidance with confidence.
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KEY CONCEPTS
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Actions
If AI is what makes your agents talk, then connecting it to your systems is what makes �it act.
Actions enable your AI Agent to work across your tools and systems, to execute tasks to resolve customer issues end-to-end.
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KEY CONCEPTS
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Feature overview
Upgraded �AI agent builder
Deploy and scale AI agents faster than ever using natural language, and without relying on complex flows.
Simply provide your business procedures (actions, integrations, session parameters) and let the AI agent map out the best path to resolution.
EAP
AI AGENTS ADVANCED
Upgraded AI agent builder
Adaptive reasoning
AI agents can now analyze each request, determine the best actions, and adapt dynamically within the boundaries of your business procedures.
They evaluate context, pinpoint missing information, and ask follow up questions.
EAP
AI AGENTS ADVANCED
Adaptive reasoning
Customer conversation
Reasoning
Reasoning controls
Stay in control with real-time visibility into your AI agent’s chain of thought.
Monitor how they solve problems and refine behaviors to ensure confidence in every resolution.
EAP
AI AGENTS ADVANCED
Hybrid flows
AI agents can now analyze each request, determine the best actions, and adapt dynamically within the boundaries of your business procedures.
They evaluate context, pinpoint missing information, and ask follow up questions - delivering faster resolutions and better experiences every time.
Hybrid flows
Combine the adaptive power of generative �AI with the precision of conversation design and take full control over how AI drives your business objectives
Generate reply
Response generated
Escalation required
GA
AI AGENTS ADVANCED
Personas and Tone-of-Voice
Elevate all CX conversations for your brand with custom personas and consistently tailored tone-of-voice.
GA
AI AGENTS ADVANCED
Instructions
Provide tailored instructions to your AI agent, such as using on-brand terminology, formatting answers, and avoiding certain words or phrases.
GA
AI AGENTS ADVANCED
Analytics and QA
Improve automation efficiency with a comprehensive overview of AI agent performance and success, aggregated across your organization.
GA
AI AGENTS ADVANCED
AI agents
Demo
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Implementation and your ongoing path to success
VALUE
TIME
Drive immediate value
Onboard your team and deploy AI agents – resolve 30% of customer interactions instantly
Scale your approach
Review performance and add new �use cases, conversation flows & APIs - achieve 50% automation
Accelerate value
Define roadmap for continuous improvement and add new channels – reach 80% automation and beyond
PATH TO SUCCESS
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Phonero dials up greater efficiencies with AI agents
Phonero is a Norwegian mobile communication provider that makes mobile telephony simple and more affordable for businesses and residential customers.
With AI Agents, you just describe what the question is or what the customer needs help with, and it works right from the start.”
Haris Segetalo,
Senior AI Trainer
“
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Live Q&A
How do we ensure high quality responses from AI agents?
Stuart
Asked by Rachael N.
Do you have any best practices for reporting and metrics around AI?
Stuart
Asked by Seth T.
Daria
How can we drive better up front info gathering from contacts with AI?
Stuart
Asked by Shaun C.
Daria
How can we use Zendesk Guide articles to supplement AI agents?
Stuart
Asked by Mary Lou B.
Daria
Aaron
Asked by William S.
What options do we have for routing customers to support teams if the AI agent is unsuccessful?
Aaron
Asked by Maruthi K.
Is there any ticket trend analysis option available in AI agents which can scan the tickets and make a recommendation based on this?
Do you have a way to monitor/grade AI agent responses?
Stuart
Asked by Gina G.
Daria
How can we implement translations in the web widget with an AI agent?
Stuart
Asked by Bianca C.
Daria
Aaron
Asked by James A.
How does Copilot fit into AI agent features? Are they completely separate or connected?
Stuart
Asked by Lisa W.
What are some tips and tricks when it comes to using instructions and custom tone of voice in AI agents advanced?
Stuart
Asked by Lisa W.
Daria
Asked by Jeff H.
What should I include in the business profile section?
Aaron
Asked by Laura W.
What would you recommend to get started with using AI agents if backend system integrations aren’t an option at this time?