Zendesk launches Specialized AI Agents for small business workflows
Zendesk announced Specialized AI Agents, a pair of tools meant to fit the unique workflows of small businesses. The agents are offered in two versions: Industry Agents pre‑configured for sectors such as commerce, and Custom Agents that can be built in Zendesk’s no‑code Agent Builder. Zendesk says the agents could automate up to 80% of routine workflows, handling tasks like shopping assistance,…
What you can do with it
AI at Work →Automate routine support tasks with Zendesk agents
What you get You can answer customer queries and detect fraud risk.
Handles customer inquiries, order management, returns, and fraud risk assessment.
- Who for
- marketers
- Cost
- Price not stated
- Effort
- minutes
Use it for
- Answer customer queries
- Process orders
- Detect fraud risk
Watch out Initial time and resource investment may be needed
Key points from the news
- Zendesk's Specialized AI Agents aim to automate up to 80% of business workflows.
- Two agent types: pre‑configured Industry Agents and Custom Agents built via no‑code Agent Builder.
- Integrations with Shopify, Narvar, Stripe and Riskified add order handling and fraud assessment.
Shashi Upadhyay, Zendesk’s President of Product, Engineering, and AI, said the era of generic AI agents is over and that specialists can better serve specific industries. Jeff Otto, CMO of Riskified, called the agents an "AI‑first platform redefining retail service at scale." While the potential benefits include faster service, lower costs and reduced fraud losses, Zendesk cautions that adopting the agents may require an initial investment of time, infrastructure and employee training, and that businesses should monitor performance to maintain personalized care.
Zendesk Unveils Specialized AI Agents to Transform Business Workflows
Small Business Trends · 23 September 2026
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