Plan requirement
| Subscription | Any plan |
| Access | Admin |
Voice AI exists and is newer than the rest. Worth knowing what it is before deciding it is what you want.
The short answer
Zendesk is building AI agents for the voice channel, and parts of it are newer than the text equivalents. Availability differs, so what you can use today is worth checking rather than assuming.
The other route
An external voice agent can be connected through a SIP-IN line, handling the call before it reaches your team. That is an integration rather than a Zendesk feature, and it suits organisations that already have something in mind.
What to think about first
Voice is less forgiving than text. A customer reading an unhelpful chat answer scrolls past it; a customer hearing one on the phone is talking to a machine that did not understand them, and that is a different feeling.
- What it handles, narrowly defined.
- How quickly it hands over, which should be sooner than you think.
- Whether callers can reach a person immediately if they want one.
Start with text
An AI agent on messaging teaches you what your customers actually ask and how well it answers, at much lower cost when it gets something wrong. That learning transfers.
Considering AI on the phone? Talk to us about what is available today and whether it fits what you are trying to do. This area moves quickly.
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