Zendesk has rolled out a collection of artificial intelligence (AI) solutions to assist businesses, encompassing autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM), and Quality Assurance (QA) capabilities — all driven by Zendesk AI.
Tom Eggemeier, CEO of Zendesk, stated, “We’ve known for years that minimizing 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.”
Reportedly, Zendesk AI is currently being utilized by “thousands” of companies to manage service quality and spur business growth. The company asserts that its new solution automates up to 80% of support requests, leading to a three-fold increase in immediate, automated resolutions, a 30% decrease in resolution times, and enhancing agent productivity by at least 10%.
Alicia Monroe, Regional CIO at Ingram Micro, emphasized the value Zendesk AI brings by automating tasks and routing tickets, enabling faster customer responses, and allowing associates to concentrate on high-value activities such as proactive sales motions.
Zendesk’s AI agents autonomously engage with customers, offering end-to-end resolutions for both simple and complex inquiries. Additionally, they seamlessly integrate with any knowledge base and offer full customization to handle intricate use cases.
Agent copilot by Zendesk serves as a proactive guide, leveraging past experiences to assist human agents in streamlining workflows, anticipating customer needs, and enhancing future interactions, thereby boosting efficiency and customer satisfaction.
Furthermore, Zendesk’s WFM and QA capabilities empower businesses to deliver accurate and swift resolutions by optimizing staffing levels and agent schedules in real-time. The latest capabilities include Predictive Workforce Tools for forecasting algorithms and enhanced control over workforce deployment, along with Voice QA for evaluating call transcripts, scoring calls, and identifying outliers for coaching and review. Additionally, QA for AI Agents assesses 100% of AI Agent interactions, spotting instances requiring human intervention, including churn risks, incorrect workflows, and knowledge center updates.
