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For teams running Zendesk AI

AI can make mistakes. Yours doesn't have to. Kim ensures that.

Keep Zendesk as your helpdesk. Replace Zendesk AI with a service that trains the AI and checks its answers.

Zendesk AI answers from whatever you feed it, marks the ticket solved, and nobody checks. Kim runs on your Zendesk helpdesk instead: we train the AI on your policies, and a CX specialist reviews every risky answer before it's sent.

See where Zendesk AI goes wrong ↓Replaces Zendesk AI · Live in ~2 days · $0.70 per resolution

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Connect Zendesk and see exactly where Zendesk AI is getting it wrong. Report in 24 hours.

Resolution quality
Policy compliance
Did the refund actually happen?
Were risky cases escalated?
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For ecommerce brands handling 2,000+ tickets a month.

“My small team does not have the bandwidth to properly train the customer service AI. I think the Sentinel model will really help our business.”

Buoy · ecommerce brand

45%better one-touch resolution68%faster first response~65 of 100tickets fully automatedBelow 90%confidence, a human reviews2–5 minto check an answer, vs ~30 to write one$0.70per resolution, not per seat45%better one-touch resolution68%faster first response~65 of 100tickets fully automatedBelow 90%confidence, a human reviews2–5 minto check an answer, vs ~30 to write one$0.70per resolution, not per seat45%better one-touch resolution68%faster first response~65 of 100tickets fully automatedBelow 90%confidence, a human reviews2–5 minto check an answer, vs ~30 to write one$0.70per resolution, not per seat

Where Zendesk AI goes wrong

Zendesk AI answers. Nobody checks.

Zendesk AI agents do exactly what their rules, macros and articles say. When those are incomplete, the chatbot still answers and still marks the ticket solved. Setting it up is your team's job. Training it is your team's job. Finding its mistakes is your team's job too, usually after the customer writes back.

What Zendesk AI recordedQueue: handled
Ticket closed: “Resolved”
“Subscription cancelled”
“Hi James,”
What actually happenedCustomer: not helped
The order still hadn’t arrived. The customer reopened it.
The refund was never issued.
The customer’s name is Daniel.
Book a callSee how Kim catches it ↓

“Occasionally gets the sentiment read wrong, flagged a customer as upset once when they were actually just talking fast and impatient about time.”

Verified G2 reviewer, Zendesk AIRead more on G2 ↗

Why it happens

Zendesk AI only knows what's written down.

It answers from your help center, macros and triggers. That's the easy part. Refund exceptions, delivery disputes, the call your best agent makes for a loyal customer: none of that is written down. So Zendesk AI guesses, or hands the ticket straight back to your team.

01 · Written down

Your help center

Articles, macros and triggers. The easy part: any AI can answer from it.

02 · Never written down

Judgment calls

Exceptions and edge cases that live in your best agent’s head. This is where the paths split.

With Zendesk AI

03 · It guesses

Answers anyway

No rule to follow, so it replies or bounces the ticket back to your queue.

04 · Found later

Your team cleans up

The mistake surfaces when the customer writes back.

With Kim

03 · It pauses

A Sentinel reviews

Below ~90% confidence, a CX specialist checks the answer before it’s sent.

04 · Fixed for good

Kim’s AI learns it

The judgment call is trained back in for the next customer.

Zendesk AI agents are billed per automated resolution, confirmed by an AI evaluation model. Kim's risky answers are checked by people before they're sent.

How Kim replaces Zendesk AI

A person checks what the AI isn't sure about.

One “delivered” order that never arrived. Zendesk AI would answer from the tracking page and close the ticket. Scroll to see what happens with Kim.

New ticket in Zendesk
Example ticketIllustrative
DDaniel

“Tracking says my order was delivered on Tuesday but nothing arrived. Can you help?”

Kim connected · Zendesk AI switched off

✓Summarising message
✓Fetching order and tracking
!Checking delivery policy

Carrier says delivered. Customer says not received.

Zendesk AI would reply from the tracking page and close the ticket. Kim holds the reply for a Sentinel.

Send a replacement (recommended)Open a carrier claim

Replacement sent

Reply in the brand’s voice, addressed to Daniel. Ticket stays open until delivery is confirmed.

Model updated“Delivered but not received” flow updated

Keep your helpdesk. Switch off Zendesk AI.

Kim plugs into the Zendesk helpdesk you already run and takes over from Zendesk AI. Your tickets, macros and team stay where they are. Setup takes about 2 days.

Per 100 tickets: ~65 fully automated · ~25 AI plus human review · ~10 human only.

Week 1~15% resolved by AI
Day 3030–40% AI handled
Day 6060–80% AI handled
Day 9080–90% AI handled

What you pay for

$0.70 per resolution

Priced per resolved ticket, not per seat. Unresolved tickets aren’t billed.

What’s included

The people

Sentinel review and ongoing AI training are in the price. Nothing is billed on top.

How hands-on we are

~8 hours a week

Spent on your AI every week. Typical CSM support is ~1 hour.

Full visibility

See every answer, and who checked it.

Every ticket, every Sentinel review and every correction in one dashboard, next to reopen rate and one-touch resolution. Zendesk AI reports what it automated. Kim reports whether the ticket stayed solved.

Resolution overviewlast 30 days
Example data
Tickets resolved12,480
Resolved by AI alone65%
Reviewed by a Sentinel25%
Reopen rate2.6%

Who resolved it

Mon
Tue
Wed
Thu
Fri
Sat
Sun
AI resolvedSentinel reviewed

Sentinel activity

Held before send: refund promised outside policy

Name mismatch caught: “Hi James” corrected to Daniel

“Delivered, not received”: replacement sent

Correction added: subscription cancellation flow

Book a callYour own numbers are in the audit report.

CX bill grader

Zendesk is where tickets live. Kim is who resolves them.

Zendesk is software, priced per seat, and you run the AI yourself. Kim is a service, priced per resolution, with humans accountable for every answer. Set your numbers and see what a resolved ticket costs you.

Monthly ticket volume

Current support agents

Agent cost

Payroll converts using 8 hours × 22 days.

Helpdesk cost

We already pay for an AI tool

Kim’s handling rate

80%

benchmark

40% 

Conservative

100% 

Best Case

1,600/2,000 tickets

handled by kim  /month

Most customers reach an 80% handling rate by day 90.

WHAT YOU END UP SAVING

$9,264

/year

$0.90

Kim’s /ticket cost

26%

Reduction

54%

ROI on sentinel

19,200

Tickets handled

1.9 mo

Payback

COST COMPONENTS

TODAY

WITH KIM

Kim’s Cost

-

$17,280

Helpdesk Seats

$2,400

$1,200

Cost Line

$1.51/tkt

$1.12/tkt

Human Agents

(0.5 of 2 kept)

$33,792

$8,448

Total

$36,192

$26,928

Walk this through with us

Zendesk AI vs Kim

One AI you babysit. One that owns the result.

Who sets up and trains the AI
Zendesk AIYour admin, alongside their day job.
KimWe do, and we keep training it every week.
Who checks answers before they’re sent
Zendesk AINo one. There’s no human review step unless you build one.
KimA Sentinel, whenever confidence drops below ~90%.
When the AI is wrong
Zendesk AIYour customer finds out first. Then your team.
KimCaught before send. The fix is trained back in.
What counts as resolved
Zendesk AIWhatever an AI evaluation model says was resolved.
KimTickets that stay solved: reopen rate and one-touch resolution.
What you pay
Zendesk AI$1.50 per AI resolution, on top of seats and add-ons.
Kim$0.70 per resolution, not per seat. Review and training included.
Book a callBring the row your team argues about most.

Questions support leads ask

Straight answers.

The questions we hear most from teams replacing Zendesk AI.

Ask us the one we didn't answer

No. Zendesk stays your helpdesk and system of record. Kim replaces Zendesk AI, not Zendesk. Your tickets, macros and team stay exactly where they are.

Because you’re paying for tools your team still has to configure, train and check. Kim is a service. We run the AI, we train it, and a person reviews every risky answer before your customer sees it. You stop paying for AI you have to supervise yourself.

Resolution quality, policy compliance, whether the actions the AI claimed actually happened (refunds, for example), brand risk, and whether high-risk cases were escalated. The report is emailed within 24 hours.

A trained CX specialist. Anything the AI is less than ~90% sure about goes to a Sentinel before it’s sent. Checking an answer takes 2–5 minutes, against ~30 to write one from scratch.

$0.70 per resolution, not per seat. Sentinel review and ongoing AI training are included. Nothing is billed on top.

Ecommerce brands handling 2,000+ tickets a month. Setup takes about 2 days, often less. You’re live in the first week and can expect around 15% of tickets resolved by AI in that first week.

No. Kim replaces whatever AI you run on Zendesk today. Your helpdesk setup stays as it is.

Kim catches the mistakes before your customers do.

Connect Zendesk and we'll show you where Zendesk AI is getting it wrong: resolution quality, policy, refunds, brand risk and escalations. Report emailed within 24 hours. Your helpdesk stays exactly as it is.

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Kim · customer support, accountableZendesk is a trademark of Zendesk, Inc. Kim is not affiliated with Zendesk.
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