Sales, Marketing & SupportDone with custom-built or unnamed agent
Answer customer support conversations with a Zendesk agent
A Zendesk AI Agent autonomously handles over 2,000 monthly product-question conversations for a client, letting three support staff move into sales.
- What They Did
- Gravity CX deployed a Zendesk AI Agent for The Bart Group that answers product questions and helps customers find answers on their own, with no human in the loop. It sits in the autonomous-deflection phase of a four-phase rollout. Earlier phases used summaries, triage and human-approved drafts to build trust before autonomy.
- How It Went
- The agent handles more than 2,000 conversations a month. Three full-time support staff moved into sales roles, and nobody was replaced. The source gives no accuracy or satisfaction figures for this client.
- Worth Knowing
- The author says to budget for a dedicated person to own and tune the AI, and to keep the knowledge base as text-based help articles, because rollouts without an owner degrade.
Try it yourself with custom-built or unnamed agent
Build a support agent that reads new tickets in [Zendesk or help desk] and answers common questions about [product] using [help center URL or doc folder]. It should reply only when it's confident, and hand off anything about [billing, refunds, complaints] to a human with a summary. Run it in draft mode first so I can review replies before it sends any.