Zendesk is taking a major step forward in customer automation with a new model for AI agents. Starting February 3, 2025, two new plans – Essential and Advanced – will be introduced. Both plans deliver functionality powered by the latest generative AI technology.
But what does this mean in practice? Let’s examine these new plans in more detail and consider how they can help businesses streamline their customer service and increase automation.
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1) Why two new AI plans?
Zendesk has developed two new plans: Essential and Advanced. The goal is to simplify and clarify the path to AI-driven automation. The new plans make it easier to choose a solution that fits your business needs:
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Essential: A generative, knowledge-based AI agent that can automate inquiries immediately.
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Advanced: A hybrid AI agent with support for integrations, workflows, and advanced analytics.
These plans represent a new, strategic approach to automation.
2) Essential: Generative AI for quick and simple automation
The Essential plan is designed for businesses that want to get started quickly with AI-driven automation without a complex setup. The package includes the following features:
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Generative responses: AI agents can naturally respond to inquiries using advanced language modeling.
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Enhanced AI personas and intent: The agent can be customized to match the brand’s tone of voice.
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Support for 30 languages: Provides global coverage (with further expansions on the way).
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Measurable key indicators: Insights such as the number of active users, escalations, and automated solutions.
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Smart escalation and data capture: AI agents identify when to escalate cases to a human and collect necessary information.
Essential is perfect for businesses looking for a powerful yet simple AI agent for self-service and automating common questions.
Read more about Zendesk AI agents here
3) Advanced: Customized AI with advanced functionality
The Advanced plan builds on Essential and offers more complex features for businesses with specific automation needs. In addition to the Essential features, the plan includes:
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Conversational workflows and hybrid AI flows: Possibility for more structured and customized interactions.
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API access and orchestration: Full control over how AI agents integrate with other systems.
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Advanced analytics: Provides deeper insights into the AI agent’s performance and customer interactions.
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Support for multiple data sources: AI agents can retrieve information from several sources, not just Zendesk’s knowledge base.
Advanced is ideal for businesses that need a more tailored AI agent with expanded integration and deeper insights.
4) Features of Essential and Advanced at a glance
Essential
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Advancedincludes all Essential features plus: |
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✅ Smarter generative replies |
✅ ← |
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✅Upgraded AI personas + tone of voice |
✅ ← |
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✅30 languages supported |
✅ ← |
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✅Key metrics |
✅ ← |
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✅Escalations, data capture, and fallback handling |
✅ ← |
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✅ Conversation flows and hybrid flows |
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✅ Comprehensive API access and orchestration |
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✅ AI agent-spanning analytics and robust reporting |
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✅ Multiple data sources |
See an introduction to Zendesk AI agents here
5) What happens to existing AI agents customers?
If you are already using Zendesk AI agents before February 3, 2025, you will be able to receive several upgrades:
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Enhanced generative responses and AI personas: Access to many of the new generative AI features.
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Existing functionality is retained: APIs, conversational workflows, and integrations remain available.
Important: Existing customers will not be automatically transitioned – upgrading requires an active decision.
6) The way forward with Zendesk AI agents
The new two-plan model provides businesses with a clear and flexible approach to AI-driven automation. Whether you want to start with generative responses via Essential or build advanced conversational workflows with Advanced, these plans offer powerful tools to streamline customer service.
Find out how we at Kundelab can help you get started.
