PROJECT / 02
Enterprise AI · Zendesk Labs
Goal-based training experiences that turn historical support context into adjustable, AI-generated customer scenarios and behaviours.
01 / The challenge
Support training needs enough consistency to be repeatable and enough variation to prepare agents for real customer behaviour. Static exercises struggle to provide both while remaining grounded in relevant support context.
02 / System focus
The system uses historical support knowledge to shape goal-based scenarios with adjustable customer behaviours. Retrieval, agentic orchestration, evaluation and security controls work together so the experience can be useful beyond a single generated response.
