Introducing the AI Agent

Smarter, faster, and built to help your team - or do the work for them

We’re excited to introduce the AI Agent, the next generation of eDesk’s AI experience.

This release reimagines how your support team collaborates with AI - from assisting agents with intelligent, ready-to-send replies to fully automating customer conversations across your connected channels.

The AI Agent is deeply integrated into eDesk, drawing on your team’s past interactions, your policies, and your product knowledge to deliver accurate, brand-aligned responses every time. Whether it’s assisting your agents or resolving queries end-to-end, the AI Agent adapts to how your business works.

Smarter assistance for your team

The AI Agent empowers your team to respond faster and more consistently.

When assisting, it drafts complete replies based on the conversation context, your store policies, and prior customer interactions - all in your brand’s tone of voice.

Agents can review, edit, and send these replies instantly or provide additional guidance using shorthand instructions such as “add refund details” or “include tracking link.”

This makes collaboration between your agents and AI seamless - faster responses, fewer manual steps, and greater consistency.

Full automation when you’re ready

When you’re ready to automate, the same AI Agent can autonomously handle customer conversations from start to finish.

You stay fully in control of what’s automated and how the AI behaves through:

Policies - define the rules your AI follows, from refunds and returns to escalation limits.

Instructions - specify how your AI should act in certain scenarios, including tone, structure, and sensitivity.

Training Content - give your AI the knowledge it needs - your help articles, product information, and FAQs.

Agent Profiles - create dedicated AI profiles for specific channels or brands, each with its own connected training content, policies, and instructions.

This flexibility ensures your AI Agent operates safely, transparently, and always in line with your customer experience goals.

Works everywhere eDesk is

Whether you’re supporting customers on Amazon, Mirakl-powered marketplaces, eBay, Shopify, or engaging via Instagram, WhatsApp, or email, your AI Agent works seamlessly across every channel you’ve connected to eDesk.

That means your buyers receive instant, high-quality responses wherever they contact you - and your team gets time back to focus on the cases that need human expertise.

Transparency and Insight

Every AI action is fully traceable, giving you complete visibility into performance and outcomes:

Activity Log - see every message drafted, previewed, or sent by your AI, and understand why.

Training Gap Report - identify where the AI needs additional knowledge, policies, or instruction coverage.

Performance & Automation Reports - measure automation rates and track the impact on resolution times and workload.

With these insights, you can continuously improve both AI and team performance.

Why it matters

The AI Agent brings together the best of both worlds - intelligent assistance for your team and reliable automation when you’re ready.

It helps you:

Resolve customer queries faster, with less manual effort

Maintain consistent, brand-aligned communication

Scale support capacity without scaling headcount

This is the future of customer support: AI that works with your team and for your business.

Availability

The AI Agent is now available to all eDesk customers. To enable the AI Agent, or explore automation in eDesk, contact your Customer Success Manager or book a demo