Max — How Our AI Agent Works
Internal · Updated July 2026
What this article covers
Max is our AI agent built into Zendesk. He reads every incoming ticket and identifies the customer's intent. For tickets that fall within his defined flows, Max steps in and responds — for everything else, the ticket goes straight to the agent as normal.
The goal is to automate as many support tickets as possible over time, so agents can focus on the work that requires human judgment — such as quotes, B2B relationships, and complex cases.
How Max works
Max reads every incoming email and identifies the intent. If the intent matches one of his defined flows, he steps in and follows a predefined workflow for that intent and language. If no match is found, the ticket goes to the agent without any AI response.
Max is not fully automatic on every ticket. His general approach is:
- He responds to the first message and in many cases the second.
- Some flows become fully automated if the customer's reply contains enough information to resolve the case — Max closes the loop without agent involvement.
- If a customer action is required that Max cannot handle — for example a refund, order change, or manual check — the ticket is escalated to an agent.
Each intent has its own predefined workflow, available in multiple languages. Max follows the workflow for the customer's language automatically.
What Max handles — and what he does not
Max is designed to handle support inquiries that follow predictable patterns. He will not step in on quote requests, B2B sales conversations, or any flow that requires judgment, negotiation, or relationship management.
Max never processes refunds, cancellations, or order changes on his own. He never makes promises of compensation or special treatment. He never shares internal system information with customers.
Active flows
- Where is my order (WISMO) — see separate article
- Copy of invoice — see separate article
New flows are added continuously. A new article will be created for each one as they go live.
When agents need to step in
Even within Max's flows, some tickets will need agent involvement. This happens when:
- The customer's situation is outside what the flow can handle.
- A manual action is required — such as a refund, order change, or investigation.
- The customer is unhappy with Max's response and needs personal attention.
Each flow article describes the specific escalation scenarios for that intent.
Responsibility and updates
Max is owned and maintained by the Technical Lead. If Max gives a wrong, unexpected, or unhelpful response, flag it to the Technical Lead — do not adjust manually and leave it.