AI agent in AI agents: what does this AI read, and can you turn it off?

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What the AI does

Reply “They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.” “Start with an AI agent that answers customer questions using content from trusted knowledge sources.” “The AI agent responded to a customer’s question, and the customer did not request further assistance.” “Resolve up to 80%+ of even the most complex service issues across any channel. Powered by agentic AI, our AI agents reason, adapt, take action then learn and self-improve to reach full resolution - all while following your business processes.” “Resolve up to 80%+ of even the most complex service issues across any channel.” “AI agents are autonomous systems that resolve customer service inquiries across channels like messaging, email, and voice.” “Connect AI agents to your help center and external sources like Google Drive or PDFs to deliver accurate, on-brand answers.” [3] dated copy

Model

Not yet verified

What it reads

Documents “Start with an AI agent that answers customer questions using content from trusted knowledge sources.” “using content from trusted knowledge sources” “Connect AI agents to your help center and external sources like Google Drive or PDFs to deliver accurate, on-brand answers.” [1] dated copy

Where the data goes

Not yet verified

Trains on your data

No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [6] dated copy

On by default

Not yet verified

Can be turned off

Yes “To turn off AI agents, you must unpublish each AI agent you're using:” [4] dated copy

Billing

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Feature type

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Frameworks the catalog links to it

Not yet verified