{"schema_version":"onlylabs.public_signal.v1","title":"OpenAI Writing: Moving from intent-based bots to proactive AI agents","description":"OpenAI writing signal with public source context, captured evidence pages, related signals, and data-business radar classification.","url":"https://onlylabs.fyi/signals/5ce9f6b2-a3f4-420f-89e5-4d5cf7ddd3d2","json_url":"https://onlylabs.fyi/signals/5ce9f6b2-a3f4-420f-89e5-4d5cf7ddd3d2/signal.json","generated_at":"2026-06-08T15:45:47.343+00:00","org":{"slug":"openai","name":"OpenAI","category":"frontier-lab","category_label":"Frontier lab","dossier_url":"https://onlylabs.fyi/labs/openai","dossier_json_url":"https://onlylabs.fyi/labs/openai/dossier.json"},"related_urls":{"signal":"https://onlylabs.fyi/signals/5ce9f6b2-a3f4-420f-89e5-4d5cf7ddd3d2","signal_json":"https://onlylabs.fyi/signals/5ce9f6b2-a3f4-420f-89e5-4d5cf7ddd3d2/signal.json","source":"https://openai.com/index/zendesk","lab_dossier":"https://onlylabs.fyi/labs/openai","lab_dossier_json":"https://onlylabs.fyi/labs/openai/dossier.json","analysis":"https://onlylabs.fyi/analysis/openai","analysis_json":"https://onlylabs.fyi/analysis/openai/analysis.json","analysis_evidence_json":"https://onlylabs.fyi/analysis/openai/evidence.json","category":"https://onlylabs.fyi/frontier","category_json":"https://onlylabs.fyi/frontier.json","category_feed":"https://onlylabs.fyi/frontier/feed.xml","category_signals_json":"https://onlylabs.fyi/signals.json","topic":"https://onlylabs.fyi/topics/talking","topic_signals_json":"https://onlylabs.fyi/topics/talking/signals.json","topic_feed":"https://onlylabs.fyi/topics/talking/feed.xml","data_business":null},"answer_pack":{"answer":"OpenAI published Moving from intent-based bots to proactive AI agents. 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Its platform powers more than 4.6 billion resolutions each year. In early 2023, Zendesk began working closely with OpenAI to explore how AI could reshape service and product development. Today Zendesk is piloting a new class of AI agents⁠, powered by OpenAI models, that not only manage entire conversations but plan and execute responses autonomously: - Reducing setup time from days to minutes - Increasing automation rates toward 80% - Giving teams full control over how the AI behaves Moving from intent-based bots to proactive AI agents Even the most sophisticated service platforms face limitations when it comes to traditional automation. The standard model relied on intent classification: predict an intent, trigger a predefined dialogue or workflow, and hope the customer followed the script. This setup worked for structured interactions, but broke down quickly with nuance, follow-ups,..."},"evidence_pages":[{"url":"https://openai.com/index/zendesk","final_url":"https://openai.com/index/zendesk","title":"Moving from intent-based bots to proactive AI agents","http_status":200,"content_type":null,"capture_method":"exa","fetched_at":"2026-06-08T15:45:47.343+00:00","bytes":null,"raw_path":null,"content_hash":null,"excerpt_chars":1200,"truncated":true,"excerpt":"Zendesk uses OpenAI to build adaptive service agents focused on resolutions | OpenAI March 27, 2025 Zendesk uses OpenAI to build adaptive service agents focused on resolutions Try for free Contact sales Loading… Share Zendesk has helped businesses deliver great customer experiences for over a decade. Its platform powers more than 4.6 billion resolutions each year. In early 2023, Zendesk began working closely with OpenAI to explore how AI could reshape service and product development. Today Zendesk is piloting a new class of AI agents⁠, powered by OpenAI models, that not only manage entire conversations but plan and execute responses autonomously: - Reducing setup time from days to minutes - Increasing automation rates toward 80% - Giving teams full control over how the AI behaves Moving from intent-based bots to proactive AI agents Even the most sophisticated service platforms face limitations when it comes to traditional automation. The standard model relied on intent classification: predict an intent, trigger a predefined dialogue or workflow, and hope the customer followed the script. 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