Macha

Macha AI Copilot for Zendesk is an AI-powered assistant that creates faster, better email replies and supports on-brand customer responses directly inside Zendesk. Built on GPT-4o, it analyzes context from tickets, knowledge bases, past conversations, and customer data to generate complete emails from concise highlights. It aims to save agents time, improve response quality, and enable multilingual support while maintaining privacy and governance for enterprise use.

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Key Benefits

• Save time on every ticket: cut response time by generating complete replies from highlights.
• Consistent on-brand communication: adapts to the agent's writing style and brand persona.
• Multilingual support: respond in over 80 languages, with instruction in one language and generation in another.
• Data-backed personalization: leverages knowledge base articles, macros, and past tickets to inform responses.
• Enterprise-grade governance: integrates with existing Zendesk workflows, with privacy and security considerations in mind.

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How It Works

1. Agents highlight the key points of a ticket or draft a brief instruction.
2. Macha AI Copilot for Zendesk generates a complete email reply aligned with the agent style and brand voice.
3. Agents review, tweak if needed, and send. The AI continues to learn from feedback to improve over time.

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Language and Localization

• Generate responses in 80+ languages.
• Instruct in one language and produce replies in another to support global customer service.

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Onboarding and Support

• Fully-assisted onboarding with a dedicated account manager.
• Sandbox testing to evaluate AI performance before going live.
• Post-launch monitoring and optimization recommendations from your account manager.
• Free trial available to explore AI capabilities within Zendesk.

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Real-World Outcomes (Select Examples)

• mymuesli: Multilingual support improvements and faster multilingual responses.
• Orderchamp: Enhanced efficiency and multilingual scalability.
• Corkcicle: Automated a large share of post-sale inquiries with personalized support.
• Mokobara: Achieved high levels of ticket automation and multilingual handling.

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Safety and Compliance

• GDPR compliant with data handling aligned to enterprise requirements.
• SOC 2 type considerations in progress for additional trust.
• Designed to protect customer data while enabling faster, accurate responses.

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Core Features

• AI Copilot for Zendesk to draft complete emails from highlights
• Writes in the agent's style and brand voice for consistency
• Supports 80+ languages and cross-language generation
• Integrates with knowledge base articles, macros, and past tickets
• Fully-managed onboarding with dedicated account manager
• Controlled sandbox testing before production deployment
• Post-launch performance monitoring and optimization
• GDPR-compliant data handling and enterprise-grade privacy
• 60+ languages and localization capabilities across regions
• No-signature or complex setup required within Zendesk