How to Setup AI Agent

To set up AI agents in Zendesk, you'll need to create an AI agent user, enable departments for routing, configure your chat widget, authorize Zendesk Chat, configure integration parameters, and enable the Automation Engine according to Zendesk help. Additionally, you'll need to optimize your help center content for AI agents, configure a messaging channel, and publish the AI agent to your messaging channel according to Zendesk help. 

 

Here's a more detailed breakdown:

 

1. Create an AI Agent User:

• Add an AI agent as a user in Zendesk with an admin role and grant them client admin access in the AI agents - Advanced add-on according to Zendesk help.
• Create a separate group in Zendesk and add only the AI agent to this group according to Zendesk help.
• Grant the AI agent user API access for ticketing according to Zendesk help.
• Sign in to Zendesk as the AI agent to ensure you have access. 
   

2. Configure Messaging Channel and AI Agent:

• In Admin Center, click AI in the sidebar, then select AI agents > AI agents. 
   
• Click Manage AI agents for messaging. 
   
• Click Create AI agent at the top of the page. 
   
• Select a language for your AI agent and enable generative AI features. 
   
• Click Advanced settings to configure additional settings that affect the AI agent's behavior. 
   

3. Connect to Zendesk Chat (Advanced AI Agent):

Enable departments in Zendesk Chat for routing, Configure your Chat widget, Authorize Zendesk Chat, Configure integration parameters, and Enable Automation Engine. 

 

4. Configure AI Agent Settings:

• AI Agent Persona: Define the persona of your AI agent.
• Knowledge Source: Import a knowledge source for the AI agent.
• Use Cases: Create use cases for the AI agent.
• Dialogues: Create dialogues for the AI agent.
• Actions: Create actions, content entities, and API integrations. 
   

5. Monitor and Improve:

Monitor AI agent performance and Continuously evaluate and improve the AI agent's performance.