Automatifie
    Moving off Zendesk AI agents

    ZendeskAIagentswritesitsownanswers.Thatisthepartthatgoeswrong.

    You run Zendesk with AI agents handling first contact. Automatifie answers from what your team has already told customers, so fewer people push for a person and fewer conversations land on your agents. When the match is not certain, a person takes over first. Zendesk generates the reply from knowledge sources and documents that its own instructions cannot change that. So there is nothing for us to sit behind.

    We will get back to you about setting it up on your support history. By submitting you agree to our Privacy Policy and Terms of Use.

    What Zendesk AI agents teams run into

    Generative replies assembled from your help centre, which is not the same thing as an answer your team has stood behind.

    What Zendesk lets you change

    You can connect and scope knowledge sources, write search rules that decide which source is used when, and add instructions that shape tone, enforce wording or ban phrases. That is real control over how the answer reads and where it is drawn from.

    Why we cannot sit behind it

    Zendesk is explicit about the boundary: instructions cannot fundamentally change the content the AI agent returns, and cannot be used to search a different knowledge source or to cause an escalation. Those two exclusions are precisely our product. We decide the content from your own sent replies, and we escalate on a check rather than on a rule.

    Source: Zendesk, using instructions to influence AI agent responses

    How it works with Zendesk AI agents

    1. 01

      We work out what was really asked

      "How much is it?" on its own means nothing. Read against the chat so far it means "how much is the yearly plan". That is the question we go looking for.

    2. 02

      We find how your team answered it before

      Not a help article. The reply one of your own agents sent to that question, out of your support history. There is nothing for you to write first.

    3. 03

      We fill in this customer's real details

      Their order, their plan, their delivery date, read live out of your system and dropped into the reply by code. The model never writes those values, so it cannot invent one.

    4. 04

      Two checks before anything sends

      Is there a close enough answer, and is it about the same thing this customer asked about. A similarity score can only tell you the first one.

    Then one of two things
    Both checks pass

    The customer is answered

    It reads the way your team writes, because that is where it came from. No queue, no wait, and no reason to go asking for a person.

    Either check fails

    A person picks it up

    Before the customer ever sees a guess. Your agent gets the draft, the history and the reason it stopped.

    76-90%
    what bot vendors advertise
    41%
    what really gets solved

    How many customer questions an AI support bot actually settles end to end, next to the number on the brochure.

    Questions we get asked

    Our help centre is good. Is that not enough?
    A help centre says what the policy is. Your agents' replies say what your team actually tells a customer who asks at 4pm on a Friday about an order that already shipped. Those differ more than most teams expect, and customers are asking the second question.
    Can we keep Zendesk as the ticketing system?
    That is the honest conversation to have, and it depends on your setup rather than on a rule we can print. What we cannot do is leave the Zendesk AI agent generating answers and sit behind it.
    What replaces the AI agent?
    An engine that finds how your team answered that question before, fills in the customer's live details by code, and runs two checks before anything sends. Fail either and a person takes it.
    How long before it is answering anything?
    It depends on how much history you have and how consistent it is. We look at your last stretch of conversations and tell you what share we would have answered and what share we would have handed over, before you commit.

    Stop the wrong answers reaching your Zendesk AI agents customers

    Tell us what your setup looks like and we will walk you through how this fits, or tell you honestly if it does not.

    We will get back to you about setting it up on your support history.