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Zendesk AI agents that actually reduce tickets

Automate repetitive customer questions, save agent time, and deliver faster support using Zendesk AI Agents. Designed, implemented, and optimised by Zendesk experts.

Up to 80% automation · measurable deflection · built by Zendesk experts 

Talk to an AI specialist
Trusted by leading teams across Europe Zendesk Premier Partner EMEA
1,000+ Zendesk projects delivered

What AI agents actually do

AI agents are autonomous bots that answer customer questions without human involvement. They pull from your knowledge base, understand intent, and respond 24/7. But they're only as good as your content.

Most companies overestimate what AI can handle and underestimate the content work required. Before deploying AI agents, you need clean documentation, structured answers, and realistic expectations about what questions AI can reliably solve.

Most organisations underestimate how much time and technical expertise custom theme development requires. Premium Plus themes deliver professional results in days, not months, without requiring developer resources or ongoing maintenance headaches.

When AI agents make sense

High volume, low complexity

Hundreds of repetitive questions that follow predictable patterns
24/7 availability needed

Customers expect instant answers outside business hours
Documented knowledge

Clear, structured content that AI can reliably reference

 
 
 

See AI agents in action

Watch how properly configured AI agents handle common questions autonomously. From order status lookups to password resets, while escalating complex issues to human agents.

Check our AI Agents Demo
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From first relief to real scale with AI agents

Grow automation at a pace your team and customers trust, all the way to 80% resolution and beyond.
30% automation

A calmer start for your support team

The first step often feels like immediate relief. AI Agents take over the questions your team answers every single day. Customers get quick, clear responses without waiting.

For agents, the noise drops. Less repetition. More space to focus on conversations that actually need human attention. And everything sounds like you, not like a bot.

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50% automation

One conversation, fully resolved

As AI matures, the experience changes. Customers no longer bounce between steps or people. The AI understands the intent, stays in the conversation, and guides it all the way to a clear outcome.

For customers, it feels simple and natural. For your team, it means fewer interruptions and far less manual follow-up during the day.

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60% automation

Confidence built on insight

When AI becomes part of daily service, confidence matters. You see where the AI performs well and where it needs refinement. Not based on assumptions, but on real interactions.

By continuously improving, reliability increases. Internally, AI feels less like a black box and more like a trusted teammate that keeps learning.

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How we implement AI agents

Content-first approach to autonomous resolution
Content audit first

Review and restructure your knowledge base so AI has clear, reliable source material
Intent mapping

Identify which questions AI can reliably handle vs which need human judgment
Answer templates

Create structured responses for common scenarios so AI delivers consistent quality
Escalation logic

Define when AI should hand off to humans — better to escalate early than give wrong answers
Integration setup

Connect to order systems, CRM, billing platforms so AI can pull real-time data
Performance tracking

Monitor resolution rate, accuracy, customer satisfaction, and continuous improvement

See what our clients say about AI implementation.

45% of routine tickets autonomously.

"Leveraging AI and self‑service improves efficiency and customer satisfaction."

 

 

Emilie Serra

Customer Experience Manager | Jules

we now handle fewer than 50 tickets per day.

"We’ve built a strong foundation with Zendesk and Premium Plus, but we’re just getting started. AI and automation will help us scale efficiently while keeping customer experience at the core of everything we do."

 

Frederic Schroyens

Chief Digital Officer | Jims Fitness

2x more productive.

"In the past, we used KPIs to measure how we performed as a company. Premium Plus gave us insights on how to measure what really mattered: how customers experienced our company and service."

 

Stef Blokerye

CX Manager | Standaard Boekhandel Group

220hrs saved.

"Three or four times a year, I’ll schedule a meeting with the Premium Plus team to see how we can improve Zendesk or make it work better for us."

 

 

Valentin Finociety

Project Manager | Domiserve

Frequently Asked Questions

What's the realistic deflection rate for AI agents?

Depends entirely on question types. For simple lookups (order status, account info), 60-80% is achievable. For complex product questions or troubleshooting, 20-40%. Overall, expect 30-50% deflection if you have good content and realistic scope. We help you identify which questions AI can reliably handle.
Will AI agents replace our human support team?

No. AI agents handle repetitive, low-complexity questions so human agents can focus on complex issues that require judgment, empathy, or problem-solving. Think of AI as handling Tier 0. The questions that don't need human intelligence.
How long does it take to deploy AI agents?

Pilot: 6-8 weeks. Full deployment: 12-16 weeks. Most of that time is content preparation,  auditing knowledge base, restructuring articles, creating answer templates. The actual AI configuration is fast; content quality takes time.
What if AI gives wrong answers?

That's why we start with content audit and pilot testing. We identify which questions AI can reliably handle, create structured answers, and set conservative escalation triggers. If AI isn't confident, it escalates to a human. Better to hand off early than give incorrect information.
Do we need Zendesk Advanced AI?

For basic AI agents, the standard AI add-on works. Advanced AI adds better intent recognition, custom training on your past tickets, and more sophisticated escalation logic. We'll assess your needs and recommend the right tier during discovery.
How do you measure AI agent success?

We track deflection rate (% tickets resolved without human), resolution accuracy (CSAT for AI interactions), escalation rate, and cost savings. The goal isn't maximum automation. It's reliable resolution for the questions AI can truly handle.
READY TO DEPLOY AI-AGENTS

Let's analyze your ticket volume, identify which questions AI can handle reliably, and build a content-first implementation plan.

Talk about AI agents
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