January 20, 2024

Getting Started with Generative AI in Zendesk: A Comprehensive Guide

Blog / Getting Started with Generative AI in Zendesk: A Comprehensive Guide


The Dawn of a New Era: Generative AI and LLMs Explained

In the ever-evolving landscape of customer support, Generative AI and Large Language Models (LLMs) stand out as revolutionary forces. Generative AI, with its primary function to generate content, and LLMs, which model language in a digital form, are reshaping how we approach customer interactions. These technologies, trained on massive datasets, are not just improving response times but are also enhancing the quality of customer engagement​​​​.

Transforming Customer Support: Real-World Success Stories

From Octopus Energy's enhanced email responses achieving higher customer satisfaction to various other applications, Generative AI is already leaving a mark in customer support. Its applications range from automated responses, improved problem-solving, to multilingual support, making it a versatile tool in enhancing customer experiences​​​​.

Efficiency and Satisfaction: A New Frontier

Integrating Generative AI in customer support systems can reduce support costs significantly, enhance scalability, and improve overall customer satisfaction. It's a game-changer in managing complex queries, offering predictive support, and providing 24/7 multilingual assistance​​​​.


This article provides a deep dive into the world of Generative AI in Zendesk. We will explore various ways to integrate this technology, focusing on four primary methods, each with its own set of advantages and challenges. Our goal is to help you navigate these options and identify the best fit for your organization's needs.

  1. Utilizing ChatGPT for Zendesk Support
  2. Custom AI Development for Zendesk
  3. Using Zendesk's Native AI Tools
  4. Using Zenbots - Dedicated AI Chatbot

Section 1: Utilizing ChatGPT for Zendesk Support

Integrating ChatGPT with Zendesk presents a blend of challenges and opportunities. While offering an easy start, it demands a custom approach due to the lack of direct integration and variable results.

Technical Specifics

Custom integration of ChatGPT into Zendesk is necessary. This involves a tailored approach per agent, leading to variable outcomes and a propensity for inaccuracies, also known as hallucinations.

Real-World Applications

ChatGPT has been successfully used in customer support for tasks like tone modification and summarization. These applications have proven effective in refining customer interactions and improving the overall support experience.

Mitigating Hallucinations

To combat the issue of hallucinations, providing context about the task at hand is crucial. This involves adding relevant information related to the ticket, ensuring more accurate and relevant responses from ChatGPT.

Pros and Cons


  • Quick Implementation: Easy to integrate into existing systems.
  • Versatility: Suitable for various tasks like tone modification and content summarization.


  • Inconsistency: Requires a custom approach leading to variable results.
  • Hallucinations: Prone to inaccuracies in responses.

Section 2: Custom AI Development for Zendesk

Custom AI solutions offer a tailored experience for businesses with specific needs. They require significant investment in terms of time and resources but provide unparalleled customization.

Development Process

The journey from R&D to deployment involves multiple stages, including internal and external testing, refinement, and ongoing support and maintenance. This process is ideal for larger companies with ample resources.

Model Drift and Hallucinations

Custom AI development faces challenges like model drift and hallucinations. Consistent monitoring and updating are essential to address these issues and ensure the AI behaves as intended.

Enterprise Package by Zenbots

Zenbots' Enterprise package offers a customized AI chatbot engine, allowing for fine-tuning to meet the specific requirements of large tech companies. This includes advanced features and enhanced customization options.

Pros and Cons


  • High Customization: Tailored to specific business needs and processes.
  • Control and Compliance: Better alignment with internal procedures and data policies.


  • Resource-Intensive: Requires significant time, financial investment, and a dedicated team.
  • Maintenance: Needs continuous monitoring and updating to manage model drift and hallucinations.

Section 3: Using Zendesk's Native AI Tools

Zendesk's native AI tools provide basic functionalities like sentiment analysis and summarization. They are best suited for simple use cases due to their limited advanced problem-solving capabilities.

Features and Capabilities

An in-depth look at Zendesk's native tools reveals their capabilities and limitations. While effective for basic use cases, they generally fall short when compared to more advanced solutions like ChatGPT or custom AI developments.

Pros and Cons


  • Easy Integration: Seamlessly works within the Zendesk environment.
  • Basic Functionality: Efficient for simple tasks like sentiment analysis and ticket summarization.


  • Limited Capabilities: Not suitable for complex problem-solving or advanced tasks.
  • Less Advanced: Generally falls short compared to more sophisticated AI solutions.

Section 4: Using Zenbots - Dedicated AI Chatbot for Zendesk Support

Zenbots' dedicated AI chatbot for Zendesk offers a balanced solution that is both easy to use and powerful.

Features of Zenbots AI Chatbot

The chatbot boasts features like quick setup, training on support articles, bespoke methods for handling hallucinations, and ongoing improvements. It's designed for rapid deployment and ease of use, ideal for teams of 5-15 agents.

Customization Limitations

While Zenbots offers some level of customization, it lacks the ability for deep personalization in terms of prompts and internal processes.

Ideal Use Cases

Zenbots' AI chatbot is most effective for teams aiming to reduce incoming tickets by up to 51%, thanks to its efficient self-service solution hosted on websites.

Pros and Cons


  • Rapid Deployment: Quick setup and easy to use.
  • Efficiency: Proven to reduce incoming tickets by up to 51%.


  • Limited Customization: Does not allow for deep personalization of prompts and internal processes.
  • Specific Use Cases: Best results for teams of 5-15 agents, may not suit larger or very small teams.


Decision Matrix or Criteria

Choosing the right AI option for your business requires careful consideration of factors like cost, customization, and ease of implementation. A decision matrix can help guide this process, balancing these key factors.

Future Trends in AI for Customer Support

The future of AI in customer support is bright, with continuous advancements expected to further enhance customer experiences and operational efficiencies.

Get Your Free Demo of Zenbots

We invite readers to experience a free demo, trained on their Zendesk Support articles, to witness firsthand the transformative power of AI in customer support.


Zendesk AI Chatbot Demo

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Mateusz Drozd
AI Solutions Architect