Zendesk AI is Zendesk's overall name for all the AI powered features of their platform. It powered AI Agents, which allow you to offer self service and deflect tickets. Agent Copilot integrates deeply in Agent Workspace and assists agents with procedures, actions and prewritten replies and context. and Zendesk QA with its AutoQA feature reads every conversation and gives insight in your tickets.

One final piece of the Zendesk AI suite of solutions is Intelligent Triage. It's the engine that reads every incoming ticket and tries to assign an intent, or use case, to the ticket so you know what the ticket is about.

For example, if a customer sends a lengthy email about an order, Intelligent Triage will tag it as Order Cancellation, Refund request, or Order Status inquiry. This intent detection then allows you to not only get insights in the kind of questions customers ask, but it'll also allow you to route tickets to the right team or person, give it a different priority, or use it to give automated answers via AutoReply.

There is however a second thing you need to know before you can really route tickets correctly. A customer that asks about Software update instructions, needs totally different guidance and agents if they use an iPhone, versus those using an Android device. This is where the new entities come in.

So where intents are there to know why the customers are contacting you, entities are there to know what they’re talking about. - Adrian McDermott - AI Summit

Entity detection

Entity detection in Intelligent Triage is a new feature that's part of the Advanced AI add-on that allows you to add new predictions to the list. Those predictions contain a list of possible options, and Zendesk will try to match words or sentences in a conversation to those options.