These articles provide you with updates, insights and tutorials on Zendesk's AI Agents. The articles cover both AI Agents Advanced (Ultimate), Essentials, as well as the legacy Flow Builder and Answer Bot.
AI Agent
Zendesk’s generative replies for email allow AI Agents to send tailored, inline responses to customer emails using Help Center and custom knowledge sources. Unlike static article suggestions, these smart replies automate support while preserving tone, pacing, and fallback options for complex issues.
AI Agent
Zendesk improved AI Agent management by introducing a new channel manager UI for AI Agents Advanced, removing the need for Switchboard API use. It simplifies linking bots to channels, especially in mixed or transitional setups, but key inconsistencies between Essentials and Advanced remain.
AI Agent
At Relate 2025 Zendesk announced their new AI Agents with Adaptive Reasoning. These more powerful variants use a new third generation model that move AI Agents away from hand built flows towards more descriptive procedures. This article gives an overview of what's possible now.
AI Agent
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
AI Agent
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
AI Agent
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
AI Agent
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agent
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
AI Agent
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Sunshine Conversations
Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
AI Agent
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
Insights
In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.