Overview
Zendesk AI is an AI-powered CX platform that combines AI agents, agent assist, and intelligent triage to resolve support requests faster and at lower cost. It sits on top of Zendesk’s Resolution Platform, using LLMs and proprietary models trained on billions of tickets to power bots, routing, knowledge, and analytics.
Pricing
Base Suite + AI Add-ons
- Zendesk AI requires a Zendesk Suite plan (starting from about 55–115 USD per agent per month for Suite Growth/Professional, higher for Enterprise).
- Advanced AI capabilities are sold as a 50 USD per agent per month add-on on top of Suite Professional and Enterprise plans.
AI Agents & Pay-per-Resolution
- Advanced AI Agents and Voice AI Agents are billed per resolved conversation; public benchmarks often start around 1–1.50 USD per AI resolution.
- This usage-based pricing stacks on top of base seats and AI add-ons and can significantly increase total spend at high volumes.
Enterprise & Custom Deals
- Large deployments use custom pricing bundles that combine Suite seats, Advanced AI, and AI Agent resolution volumes with discounts.
- Best suited for enterprises looking to standardize customer and employee service on Zendesk with AI-first workflows.
Key Features
- AI Agents (bots) – Advanced AI Agents for messaging, email, and voice that can autonomously resolve a large share of customer issues.
- Agent copilot & assistance – Copilot surfaces suggested replies, next best actions, and relevant knowledge to human agents in real time.
- Intelligent triage & routing – Classifies intent, language, and sentiment to route tickets, prioritize queues, and trigger workflows automatically.
- Knowledge Builder & connectors – Uses AI to create and update help articles from historical tickets and connect external data sources (e.g., Confluence, Google Drive).
- Advanced analytics – HyperArc-powered insights for trends, root causes, and performance of AI and human agents.
Best Use Cases
- High-volume customer support – Deflect FAQs and repetitive Tier 1 tickets with AI Agents while keeping complex cases for humans.
- Omnichannel service centers – Use the same AI across web, mobile, social, email, and voice channels.
- Enterprise IT & HR service desks – Automate internal requests, asset workflows, and employee FAQs.
- Knowledge-heavy support – Turn large ticket histories into searchable knowledge and proactive suggestions.
- Modernizing legacy support stacks – Replace older IVR and rule-based bots with LLM-driven AI Agents.
Pros
- ✅ Deeply integrated with Zendesk – Native to the Zendesk Suite, reusing existing tickets, macros, and workflows.
- ✅ Strong AI agent capabilities – Handles complex, multi-step issues better than legacy bots, including voice.
- ✅ End-to-end CX stack – Combines agents, triage, knowledge, analytics, and QA in one platform.
- ✅ Continuous innovation – Frequent updates (e.g., Voice AI Agents, Admin Copilot, HyperArc analytics) keep it competitive.
Cons
- ❌ Complex layered pricing – Base seats + Advanced AI add-on + per-resolution fees can make total cost hard to predict.
- ❌ Higher TCO than some rivals – Can be significantly more expensive than leaner or point-solution AI tools.
- ❌ Locked into Zendesk ecosystem – Only makes sense if you’re committed to Zendesk as your primary CX platform.
Official Website
Zendesk AI – Product & docs: https://www.zendesk.com/ and Zendesk AI / Resolution Platform pages.
Release Date: May 2023
Last Updated: December 2025