Zendesk has introduced a new pricing model for AI agents, which is now based on automated resolutions. This change replaces the previous pricing model that was based on monthly active users (MAUs) for Zendesk bots and Answer Bot resolutions. The new pricing model applies to all customers who started using AI agents on or after April 16, 2024, with the pricing effective from August 14, 2024. For existing customers, the new pricing will be applied on the first account renewal date after August 14, 2024, unless they have specific contract commitments.Learn more about the changes here.
The automated resolutions model for Zendesk AI agents measures usage based on the number of automated resolutions rather than monthly active users. Each Zendesk Suite and Support plan includes a baseline number of automated resolutions per agent…
Zendesk AI agents come with a variety of features that were previously part of the Advanced AI add-on. These features include conversation bots and autoreplies for articles, and they are available on all Zendesk Suite and Support plans. Legacy…
You can test and monitor Zendesk AI agent features by incorporating them into your customer support setup. As you experiment, use the Automated resolutions dashboard to track your usage and see how different configurations impact your automated…
If you find that you need more automated resolutions for your Zendesk AI agents, you can purchase additional resolutions to avoid exceeding your allotted amount and incurring overage charges. You also have the option to cap the number of automated…