Self-improving AI agents built for resolution

Forethought AI agents by Zendesk are self-improving AI agents that can understand customer requests, take action, and continuously improve outcomes over time. These agents bring specialized AI into the Zendesk AI ecosystem and can handle more complex workflows across all channels and environments.

They’re built to work seamlessly within Zendesk for those looking to elevate their service experience—and, just as importantly, they work on any platform, making it easy to bring best-in-class AI agents to an existing stack. Contact Sales to learn more.

Forethought strengthens and accelerates Zendesk AI Agents. By integrating Forethought technology into our platform, we’re advancing self-improving capabilities, like voice automation, and making AI agents available across any platform where service lives. For existing customers, this means faster innovation and deeper agentic performance without disruption to your current deployment.

Agentic AI is the technology that powers Zendesk AI agents. Unlike task-based bots that follow predefined scripts, agentic AI makes it possible for AI agents to reason across problems, make decisions, and adapt as the conversation evolves - all the way to resolution. They remain dynamic, all while staying within your business policies.

AI agents use Generative AI and Zendesk proprietary intent models. When combined, they provide the most accurate, high-functioning, human-like experience.

AI agents work across social, web, mobile, voice, and email channels.

AI agents can support 80 languages at native fluency that automatically switches based on customer input, providing your customers with a personalized experience.

Zendesk AI agents are included in every Suite and Support plan, with pricing based on the successful outcomes they deliver.

• Resolution Allowance: Your Service Plan includes an allowance that can be applied toward your usage of resolutions at no extra cost. This allowance can be used for any resolution tier based on the type and complexity of outcomes AI agents deliver across channels. You can pre-purchase more resolution allowance at any time.
• Tiered Outcomes: We categorize AI agent resolutions into tiers based on the value delivered.
• Pay for Value: AI agent resolutions are priced based on the value delivered by each resolution.

At Zendesk, we're committed to ensuring you're set up for success. AI Expert for AI agents is the first-of-its-kind, end-to-end subscription service designed to help Zendesk customers scale intelligently, continuously improve, and unlock up to 80%+ automation across their support operations. Learn more here about all the AI services we offer.

Zendesk designs with privacy, security, and compliance to protect service data with rigorous standards. Transparency builds trust, so we communicate how our technology works. We release AI models only after they meet precise accuracy levels and partner with leading tech providers to deliver tailored, high-value solutions.

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As part of the Resolution Platform, AI agents are seamlessly connected to your human teams. When escalation is needed, they intelligently route issues to the right team at the right time — with full context to ensure a smooth handoff, personalized response, and exceptional experience.