Hey folks - I work in Customer Support and I got a new job recently. I got them to get Guru because of the AI Suggest feature. I hear it’s being sunsetted in place of Enterprise AI.

AI Suggest was really helpful because it looked at everything on the screen and was incredibly accurate with the cards it suggested. Guru was a repository for bugs, internal troubleshooting, and a sync with our Zendesk Help Center.

I just watched the Enterprise AI Search webinar and it was only focused on using it for things like employees looking up how to do a certain process or asking questions in Slack. 

At my previous job and this one, we get quite complex tickets. The ability of Guru to read that and suggest cards was invaluable.

I’m not clear how this Enterprise AI Search will work with Zendesk tickets now, if it all. I haven’t been able to try it yet as I reached out to Guru support to trial the Enterprise plan for AI Suggest so I could show its value to the team and leadership. That’s when I was told that AI Suggest is being sunsetted. 

Please let me know if your team is using it with Zendesk and how it differs from AI Suggest. 

Thanks!