Zendesk launches AI-powered customer experience solution


By Dylan Bushell-Embling
Friday, 19 April, 2024

Zendesk launches AI-powered customer experience solution

Zendesk has launched what it describes as a comprehensive service solution for the AI era, complete with AI agents and AI-powered workforce engagement management capabilities.

Zendesk AI also includes workflow automation, agent copilot and quality assurance capabilities under a single pane of glass. The platform will utilise AWS’s Amazon Bedrock service, which is designed for using and scaling AI applications.

Zendesk said that Zendesk AI has been designed to help automate up to 80% of support requests, and is capable of generating a threefold increase in automated resolutions. The product promises an up to 30% decrease in resolution times as well as an increase in productivity for agents of at least 10%.

The agent copilot feature is designed to continuously learn from past experiences to help human agents streamline workflows, anticipate customer needs and improve future interactions. Admins can use the feature to create robust knowledge bases and use generative search to improve service efficiency and quality. Meanwhile the AI-powered Zendesk WFM and Zendesk QA promises to help companies anticipate and proactively respond to customer needs.

Zendesk CEO Tom Eggemeier said the new product has been built based on the company’s past experiences.

“We’ve known for years that minimising customer effort is one of the strongest drivers of satisfaction and believe AI has massive potential to make the customer experience simpler and more enjoyable,” he said. “That’s why we’ve seamlessly integrated AI into our products in a way that enables businesses to deliver proactive, personalised service that, above all else, makes it easier for the human on the other end.”

Image credit: iStock.com/Khanchit Khirisutchalual

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