Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate
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!
Earlier this month I wrote a big article on the history of Zendesk Conversation channels. This article explained the multiple solutions Zendesk offered with regard to chat channels ranging from the old Zopim Chat right up to their newest AI Agents powered by Ultimate.
Thomas Verschoren
One of the sections of the article showed the following flowchart, showing a setup where a customer has both an AI Agent running on the existing Zendesk Bot technology, and a modern bot powered by Ultimate.
Since more and more Zendesk users will be doing the upgrade to this more modern and powerful automation solution the coming months, chances are that some of them will run into this exact scenario.
When migrating bot platforms you can't just migrate all your brands and flows at once. Most customers will want to approach this with a phased process where they migrate one brand (or channel) at a time from the Zendesk Bot to Ultimate. Or, if you're coming from the likes of Ada or Certainly, you might want to temporarily run your Ada bot and Zendesk AI Agent in tandem.
This article will show you how to set this up.
