True AI

True AI

True AI recommends responses for customer support queries


True AI recommends replies 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.

With True AI, rather than searching for a specific macro or typing repetitive answers your agents can reply with a single click.

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 by True AI's neural network
  2. In real time, True AI automatically proposes three responses based on your previous replies
  3. The agent can now choose a response by clicking on it and can edit if needed before sending

Check out this video to see how it works in Zendesk

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, 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
  • Get True AI with minimal effort. Download and authenticate the app, and True AI takes care of the rest. True AI typically spends a few weeks to build your custom AI.
  • 30 day free trial. With no upfront investment and no strings attached the risk of trying True AI is minimal.

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 (1/21) ~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 take care of the rest!

Requirements to use True AI

To build a custom AI you should typically have a minimum of: - 5 agents doing chat or email tickets - 10,000 historic tickets/chat conversations

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

Getting and using True AI is simple.

To install the app complete the instructions below as a Zendesk administrator.

How you get True AI

  1. Install the True AI app from Zendesk Marketplace
  2. Authenticate the app to allow True AI to build your custom AI based on your historical conversations
  3. True AI trains the AI for a few weeks whereafter you will start to enjoy the power of automatic suggested replies

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: 0.8.0
  • This is an app. It will install
    right into your Zendesk
    Support account.

User reviews
Publish your app

Want to get your App in the marketplace?

Find out more about the possibilities of getting your App in our Marketplace