No matter what direction you turn as you walk by businesses downtown, AI is there. And it’s no surprise that AI is deeply incorporated in the business world; one reason is that AI brings benefits to businesses aiming to deliver exceptional customer experiences.
AI personalizes interactions, provides intelligent assistance, leverages data-driven insights, employs predictive analytics, improves accuracy and quality and enables efficient knowledge management. All of this leads to a better customer experience that can lead to increased customer loyalty and business success.
Even with those high customer expectations, when it comes to AI, business leaders say their organizations have yet to achieve profound cost-savings and improved efficiency, according to the 2023 Zendesk CX Trends Report.
That report got Zendesk thinking about a way to make personalized, efficient and more empathetic customer experiences accessible for all companies, which led to the creation of Zendesk AI.
Zendesk AI enables companies to incorporate intelligence into their service experience, resulting in efficient and effective issue resolution. It learns from customer interactions, automates query assignment and routing, freeing up team capacity and reducing costs. The solution continues to learn over time, is fast to deploy, easy to use and immediately adds value without the need for large teams of developers or months of implementation time.
New capabilities include advanced bots for personalized responses, AI-powered agent assistance for faster issue resolution and intelligent triage for smarter workflows.
“More than 90% of our customers already use AI within Zendesk, and we are building on this great foundation with new solutions that any business can use immediately,” said Tom Eggemeier, Zendesk’s CEO. "Zendesk AI will help them instantly see tangible value in cost savings and thousands of hours a month in gained productivity.”
In addition, Zendesk announced a partnership with OpenAI and unveiled new 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.
“With Zendesk AI, our proprietary models are specifically trained for CX and designed to immediately deliver actionable customer insights,” said Cristina Fonseca, Head of AI at Zendesk. “These foundational features are key to improving customer service quality and agent efficiency, with potential to be even more powerful when combined with LLMs.”
Zendesk AI is available today to help companies instantly improve service experiences, save time, better understand their customers and create seamless interactions.
Edited by
Alex Passett
