Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate

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.

A History of Zendesk chat and messaging channels

Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.

Internal NoteThomas 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.

Cloudset extension apps for Zendesk

Cloudset specializes in providing extension capabilities exclusively for Zendesk that significantly enhances native functionality. Cloudset scales efficiency, speed, and consistency of ticket resolutions through active agent guidance.

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