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 to be consistent enough to repeat and varied enough to prepare agents for real customers. Static exercises rarely do both, especially when the scenario also needs to reflect relevant support history.
02 / System focus
Historical support knowledge grounds goal-based scenarios with adjustable customer behaviour. Retrieval, orchestration, evaluation and security controls work together so the training experience stays useful beyond one generated reply.
