Preview of the new Generative AI Bot for Zendesk

Zendesk AI was announced last April at Relate 2023 and introduced us to Intents, Intelligent Triage and Generative AI for Agents. Powerful tools that made classification and routing of tickets to the right agent easy and automated. And the Generative AI options for agents allowed them to rephrase or tone shift their comments and get summaries of complex tickets at the click of a button.

Last week at the AI Drop event Zendesk introduced a customer focusing expansion to Zendesk AI with their new Generative AI Bot. This new feature follows in the footsteps of existing players like Ultimate and uses OpenAI to reply to customers with custom comments based on Knowledge Base articles, instead of just returning a carousel of links for the customer to click and read.

The feature is currently in Early Access, but if you use Zendesk AI you can sign up and test it out now. And that's exactly what I did. So let's dive in for an overview of the new Generative Zendesk Bot features!