Zendesk’s AI agents autonomously interact with customers and provide end-to-end resolutions for both simple and complex inquiries.
Zendesk is launching autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM) and Quality Assurance (QA) capabilities – all powered by Zendesk AI.
Tom Eggemeier, CEO, Zendesk, said, “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. That’s why we’ve seamlessly integrated AI into our products in a way that enables businesses to deliver proactive, personalized service that, above all else, makes it easier for the human on the other end.”
María de la Plaza, Head of Community Operations, SoundCloud, said, “We have a complex product that requires continuous agent training and Zendesk QA is essential for us to identify and fill knowledge gaps in the team. By analysing all of our conversations, we can accurately determine what information to add in our macros and update outdated content in our Help Centre to offer better support to our Community. This has improved agent performance and increased our CSAT score — all contributing to a transformed customer service organisation.”
Zendesk’s AI agents autonomously interact with customers and provide end-to-end resolutions for both simple and complex inquiries.
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