Turn calls into resolutions with voice AI agents

Once you create your voice AI agent, you can connect it to your Zendesk voice line in a few clicks and work inside the Resolution Platform, using your knowledge, policies and workflows.

High‑volume, policy‑driven tasks with clear data in your systems, such as account management, authentication, billing and payment, booking and reservations, call routing, troubleshooting, FAQ, order management, warranties and appointments.

Voice AI agents resolve complex issues by detecting intent, verifying the caller and using context from history. They ground answers in your knowledge and policies, then take actions following approved steps. For sensitive cases, they can hand off to a human agent with full context.

It escalates to a human agent for immediate handoff or call back, using the rules you set up, with a transcript and a concise summary with captured context. Omnichannel routing applies as usual, so the handoff lands in the right queue with the right priority.

Quality and control work just like for your other Zendesk channels. You set instructions and guardrails, review the decision path in real time and apply QA to voice AI interactions. Audit logs and insights help you refine policies and workflows continuously.