Plan requirement
| Subscription | Any plan |
| Access | Agent |
The words Zendesk uses for AI, in the sense it uses them. Several mean something narrower than they sound.
The main terms
| AI agent | The automated participant that talks to customers on messaging or email. |
| Automated resolution | A conversation the AI agent finished without a person. The billing unit. |
| Copilot | The add-on. On its own the word means what you bought, not a feature. |
| Agent copilot | The agent-facing help: auto assist, suggested replies, summaries. This is what the add-on brings. |
| Admin copilot | The admin-facing one: insights, recommendations and configuration help. Included with Suite Professional and above, and not part of the add-on. |
| Auto assist | Copilot working through a written procedure step by step. |
| Procedure | Instructions in plain language telling the AI how to handle a kind of case. |
| Action | Something the AI agent can do in another system: look up, create, change. |
Conversation terms
| Dialogue | A defined exchange for one subject. |
| Reply | A single thing the AI agent says, on its own or inside a dialogue. |
| Use case | A described situation the AI agent should recognise and handle. |
| Generative reply | An answer written from your articles rather than from a fixed text. |
| Escalation | Handing the conversation to a person. |
Triage terms
| Intelligent triage | Automatic labelling of incoming tickets. |
| Topic | What the ticket is about, as a label. |
| Entity | A specific value pulled out of the text, such as an order number. |
| Sentiment | How the customer sounds, as a label. |
Two that mislead
Agent. In Zendesk this normally means a person with a seat. "AI agent" is the automated one, and in mixed conversation people mean either.
Resolution. In reporting it means a ticket that was solved. In AI billing it means the stricter thing above. The same word, two counts that will not match.
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