Zendesk features AI Agents, Agent Copilot, and AI-powered Workforce Engagement Management, the most comprehensive support offering for the AI era. With the volumes of assistance that will increase by 5x in the coming years, businesses need a system that learns and improves as the volume of interactions increases.
An increasingly proactive and personalized service
Tom Eggemeier, CEO of Zendesk
We’ve known for years that minimizing customer effort is one of the strongest drivers of satisfaction, and we believe AI has tremendous potential to make the customer experience easier. This is why we have integrated artificial intelligence into our products to allow companies to provide a proactive and personalized service. And, above all, that it makes the work of the man on the other side easier.
They improve resolution times and productivity
Zendesk AI is the fastest adopted product in the company’s history. It is a service now used by thousands of companies to manage service quality and to accelerate business growth. Zendesk AI automates up to 80% of support requests and generates a three-fold increase in immediate, automated resolutions. This helps reduce resolution times by 30% and helps agents be at least 10% more productive.
CX becomes a competitive advantage
AI agents are not just a tool, but a necessary and fundamental change in how companies relate to their customers. Zendesk is launching AI agents that autonomously interact with customers and provide end-to-end resolutions for simple and complex requests. These AI agents are highly sophisticated, integrate with any knowledge base, and offer complete customization to handle complex use cases.
The most complete assistance for AI
Zendesk is also introducing Agent copilot, proactive guidance that continuously learns from past experiences to help human agents optimize workflows, anticipate customer needs, and improve future interactions. With Agent copilot, human agents can be more efficient. And also provide faster resolutions and accurate to increase customer satisfaction.
The other AI features
Intent customized to provide agents with a granular understanding of customers’ unique needs. So as to provide more accurate answers and higher quality service.
Instruments of the most advanced generative AI. They offer administrators easy ways to create strong knowledge bases and use generative search. At the same time increasing the efficiency and quality of the service.
New reports on artificial intelligence. They allow managers to monitor and measure principals KPI and artificial intelligence predictions. They allow companies to measure impact and optimize operations.
To support companies to anticipate customer needs
With AI increasing the speed, frequency and complexity of customer engagement, only AI-enhanced WFM and QA can keep pace as companies work to manage high-quality customer service operations. Zendesk launches Workforce Engagement Management (WEM) and adds WFM and QA capabilities that enable companies to deliver accurate and rapid resolutions. This allows you to optimize staffing levels and agent schedules in real time.
How the way of working changes, the most complete assistance for AI
New features announced include:
Predictive tools for the workforce. They are equipped with forecasting algorithms and greater control over workforce deployment. This way supervisors see changes in real time and quickly adapt programming of the agents.
Il Voice QA evaluate call transcripts, score calls, and identify outliers for coaching and review.
QA for AI agents evaluates 100% of AI agent interactions and uses AI to identify interactions that require human intervention. Such as churn risks, faulty workflows, and Knowledge Center updates. The most complete assistance for AI
Companies adopting AI solutions must build trust in the technology. Zendesk gives businesses control complete about their AI implementations. Solutions with rigorous security measures to support compliance with security and privacy regulations. The company remains committed to helping customers manage data securely and privately. All thanks to new features that allow customers to identify automatically personal information to delete with AI-based reprocessing suggestions.