Zendesk unveiled a series of innovations, including AI-powered agents for omnichannel support, an optimized agent copilot, advanced voice technology, and an agent builder. As the leader in AI-powered customer and employee experiences through its complete service solution, Zendesk’s new capabilities enable businesses to deliver exceptional service in a way that is intuitive, scalable, and drives meaningful business outcomes.
“ AI is closing the gap between high-quality service and cost efficiency while delivering personalized experiences,” said Zendesk CEO Tom Eggemeier, noting that 73% of consumers believe AI improves the quality of customer service. “ Our latest innovations, including voice technology, enable human agents to effectively collaborate with AI to deliver personalized, high-performance service. This partnership drives faster issue resolution, increases customer satisfaction, and generates valuable insights,” he added.
“ In EMEA, 64% of customer experience leaders are rethinking the entire customer journey due to emerging technologies like generative AI,” said Matthias Goehler, CTO, Zendesk EMEA. “Zendesk ’s omnichannel AI agent capabilities, which provide instant answers and automate up to 50% of voice interactions, are a huge asset to these initiatives,” he added.
Major improvements include the following:
- Omnichannel AI Agents: These autonomous bots are now able to handle customer issues independently or in collaboration with human agents across all channels, including voice. Plus, a new AI agent builder makes setup and customization easy, with no prior training required.
- Enhanced Co-Pilot Agent: This feature now benefits from increased autonomy and proactivity, allowing it to anticipate customer needs, make recommendations and provide real-time information during voice calls, such as customer sentiment.
- Deeply enriched insights: Zendesk now offers AI-enriched analytics to examine customer conversations, extract key insights, and provide real-time business data. This enables customer experience (CX) teams to proactively optimize workflows and improve agent performance.
With these AI-powered innovations, businesses can now:
- Automate up to 50% of voice interactions through partnership with Poly.ai.
- Deliver instant, accurate responses with generative AI and customizable conversation flows.
- Understand customer needs and proactively resolve issues.
“ Zendesk delivers powerful AI capabilities that enable businesses to solve problems faster and at greater scale, while maintaining the right level of human engagement and ensuring high quality, resulting in real ROI,” said Keith Kirkpatrick, research director at Futurum Group.
SOURCE: BusinessWire