Etsy operates an AI chatbot that handles customer support questions as the first point of contact for about two-thirds of buyers in the United States and Canada seeking help from the company. The chatbot handles common questions about orders, refunds, payments, and accounts before routing complex issues to human agents.

The chatbot is powered by Zendesk AI (formerly known as Ultimate) and automatically categorizes incoming support questions into topics before attempting to resolve them. For questions it cannot resolve, it escalates to human agents. Etsy masks direct personal identifiers such as email addresses within the chatbot for privacy, and retains conversation data for 6 years after account closure. Etsy disclosed in its Q1 2025 earnings materials that the chatbot had expanded to serve roughly two-thirds of buyers seeking support in the United States and Canada, allowing them to get help "in fewer clicks."