Today at its global conference, Relate, Zendesk Inc. introduced Zendesk AI, an intelligence layer that makes personalized, efficient and more empathetic customer experiences (CX) accessible for all companies.
The offering combines decades of Zendesk’s data and insights with AI technologies, including the company’s proprietary models, as well as large language models (LLMs).
Available today, Zendesk AI helps companies improve service experiences, save time, better understand their customers and create seamless interactions. The solution continues to learn over time, is fast to deploy, easy to use and adds value without the need for large teams of developers or months of implementation time.
“More than 90 percent of our customers already use AI within Zendesk, and we are building on this great foundation with a new solution that any business can use immediately,” said Tom Eggemeier, CEO, Zendesk. “Generative AI has significant benefits for agents, admins and businesses that want to deliver the best customer experience, and Zendesk AI will help them instantly see tangible value in cost savings and thousands of hours a month in gained productivity.”
According to the 2023 Zendesk CX Trends Report, customers have high expectations for AI; however, business leaders said their organizations have yet to achieve cost savings and improved efficiency. Zendesk AI allows companies to infuse intelligence into every part of the service experience, resulting in smarter conversations that quickly resolve issues.
Zendesk AI learns from every customer interaction and allows companies to assist customers. By eliminating the work of assigning and routing inquiries, leaders can free up team capacity and reduce operating expenses.
Additionally, by solving more customer queries (especially during periods of high demand), businesses are in a better position to contain costs.
New capabilities announced include:
- Advanced bots – Enhanced, pre-trained bots for messaging and email automatically solve issues and leverage the most extensive database of customer intents for more personalized, industry-specific and accurate responses.
- Agent assistance – AI-powered insights and suggestions improve agent productivity by allowing agents to solve customer issues and use AI-generated content to respond faster, with proper context.
- Intelligent triage – Uses intent detection, language detection, and sentiment analysis to create intelligent workflows that get smarter over time, classify incoming customer requests and allow teams to power workflows based on these insights.
In addition, Zendesk announced a partnership with OpenAI and unveiled features that leverage the power of generative AI. This includes response rephrasing and tone shift, which helps agents craft clearer and thoughtful responses to customers. These updates save substantive time and effort for agents.
To hear more about the company’s vision for intelligent CX visit the Zendesk Newsroom.
