True AI

True AI

True AI recommends macros and responses for customer support queries


True AI gives smart recommendations to all your incoming tickets and chats in Zendesk. Simply put, True AI is like having your best agent sit next to all your other agents - all the time.

True AI recommends you the best available macro for a particular situation. True AI can also recommend you completely a new response adapted for each situation. We will configure the product so that it suits your needs.

This significantly improves the productivity of your agents and the experience for your customer.

How True AI works

To give you meaningful recommendations, we first present our artificial neural network with thousands of your historic conversations. The AI then learns how to reply to your customers' questions. Similar to how a human brain would learn when seeing a lot of examples. But don't worry, True AI handles this in the background and you can keep focusing on your customers and their challenges.

What this means for you is:

  1. When you receive a ticket or chat-message it is sent to True AI's neural network
  2. In real time, True AI automatically proposes the best macro for a particular situation or a completely new response
  3. The agent can now choose what to answer by clicking on the suggested response and can edit if needed before sending

Your benefits

  • Improve productivity by 20-40% on average across your team. True AI is shown to provide accurate suggestions across use cases in e-Commerce, Telco, Gaming, Media, CS Outsourcing, Transportation and more
  • Free up agent time from repetitive queries and give your agents more time to focus on the issues that require an extra level of service
  • Improve quality and consistency by automatically making the answers of your best agents available to all your agents at the right time
  • Teach new agents faster by giving them the relevant options for how to reply
  • Handle multilingual support. We currently provide suggestions in English, German, French, Spanish, Portuguese, Italian, Danish, Swedish, Finnish. Let us know if your language is not in the list as True AI is likely to work in your language too.
  • Supports both Zendesk tickets and chat to increase productivity across your agents' activities
  • Try the product for free by taking part in the beta program. We are currently developing the product and trialing it with early users. Enroll in the beta program by installing the app to get 30 days of free trial, and no up front investment.

True AI as your next hire

It is simple. If you have 20 agents True AI costs roughly the same per year as one of your agents. So for the same amount of money you can hire 1 additional agent, or you can hire True AI.

If you hire 1 more agent, you increase your team’s productivity with (1/20) = 5%. However, if you hire True AI, you increase productivity with 20-40% across your team. And True AI improves the productivity of your future agents as well!

To start your 1 month free trial, just install and authenticate the app and we will contact you for further !

Requirements to use True AI

To build a custom AI you should typically have a minimum of:

  • 5 agents doing chat or email tickets
  • 1 year of use of Zendesk in your organization

If you have any questions please read more at or reach out to

How to get True AI

Taking part in the beta program and trying out True AI for a 30 days free trial is easy. Follow the instructions below as a Zendesk administrator.

  1. Install the True AI app from Zendesk Marketplace
  2. Authenticate the app to allow True AI to build your custom AI recommendation engine based on your historical conversations
  3. We will reach out to you to onboard you on the beta program
  4. True AI trains the AI for 2 - 4 weeks on average, whereafter you will start to enjoy the power of automatic macro or response recommendations

If you have trouble installing the app or have questions regarding the service, please reach out to us at

Looking forward to welcoming you aboard!

App Details

  • Author: True AI
  • Support: Email / Website
  • Version: 0.9
  • This is an app. It will install
    right into your Zendesk
    Support account.

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