Voice AI for Zendesk
Summarise with AI
Deploy AI over the phone, not just in chat and email.
Your customers still pick up the phone, and it’s often your highest-cost channel. We deploy AI on your voice channel: a voice AI agent that resolves routine calls on the spot and hands the rest to a person with the full picture, the same AI capability you already run in chat and email.
- Routine calls resolved, 24/7
- Hand-offs with full context
- Same AI as your chat and email
- Rolled out in phases, monitored
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Incoming call · example
Voice AI agent- AI agentHi, thanks for calling. I can help with orders, returns and account questions. What’s happening today?
- CallerMy order hasn’t arrived and the tracking hasn’t moved in three days.
- AI agentI’ve found order 48213. It’s held at the depot; I can send a replacement or pass this to our delivery team. Which would you like?
- CallerI’d like to speak to someone, please.
- Caller verified
- Order 48213
- Held at depot, 3 days
- Wants a person
Our customers
Trusted by 150+ support teams to put AI to work
From retailers to software teams, support teams across ANZ rely on us to deploy AI that resolves, not just deflects.
“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
What it does
What a voice AI agent actually does on a call.
Troubleshoots
Walks callers through a fix step by step, with no queue and no callback.
Gathers the details
Verifies the caller and captures the order, the issue and what’s been tried.
Answers routine questions
Hours, order status, policies and bookings, on the spot, at any hour.
Routes with context
Sends the call to the right team, so nobody has to explain twice.
How we roll it out
Voice is unforgiving. So we don’t just switch it on.
- Step 1
Map your calls
Your top call intents, and which are safe and high-value to automate first.
You getA rollout plan.
- Step 2
Connect what it needs
Your knowledge base, your systems and clear rules on what it may resolve alone.
You getAnswers it can trust.
- Step 3
Pilot the safe calls
The AI agent takes the first call types, monitored at every step.
You getProof before scale.
- Step 4
Expand as it proves out
More autonomy only once the data shows it’s reliable.
You getA voice agent customers trust.
Questions
Voice AI on Zendesk, answered
- What is an AI voice agent?
An AI voice agent is a system that answers phone calls and holds a natural, spoken conversation with the caller. It understands what the customer is asking, decides the best next step, and acts on it resolving the query, troubleshooting an issue, capturing information, or routing the call to a human with full context.
- Can a voice AI agent really resolve calls, or does it just route them?
Both and that’s the point of setting it up properly. For your common, well-understood call types, a well-tuned voice AI agent resolves the call end to end: answering the question, walking the customer through a fix, or completing a routine task. For anything ambiguous or high-stakes, it captures the right details and hands off to a human. We decide which calls it resolves autonomously and which it escalates, per intent, based on the data.
- How long does it take to set up voice AI on Zendesk?
It depends on your call volume, the number of intents you want to automate, and the state of your knowledge base. Because we roll out in phases — starting with your highest-value, lowest-risk call types and expanding as the data proves reliability — you see value early rather than waiting for a big-bang launch. We’ll map a realistic timeline in your consultation.
- Will customers know they’re talking to an AI, and will they hate it?
Customers dislike bad phone bots the ones that trap them in menus and can’t help. They’re happy with a fast, accurate answer at any hour. We deploy transparently and design the agent to resolve real issues on the calls it’s genuinely good at, with a clean handoff to a human whenever needed. Set up this way, voice AI consistently earns strong customer satisfaction.
- How much does a voice AI agent cost?
Cost depends on your call volume and how much you automate. We’ll scope it against the calls you’ll actually deflect and the capacity you’ll free up, so you can see the return before you commit. Book a consultation and we’ll put real numbers to your situation.
- Is our data and customer information safe?
Yes. Every action the voice AI agent takes is governed by clear permissions and recorded in audit logs, so you can always answer “why did the AI do that?” Sensitive actions require the gates you define, and you keep a tested kill switch. Governance is part of every rollout, not an afterthought.
Book a call
Ready to put AI on the phone?
Let’s map your top call intents and design a phased voice AI rollout on your phone channel.
You will get a calendar invite with a video link straight away.
- A call about your phone volumes and call types.
- The calls to automate first, and what to measure.
- A written rollout plan and a price.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
