At its AI Summit, Zendesk announced a new fully-featured voice solution that can deliver unified and elevated customer support at every step of the call journey. The new AI developments enable agents to deliver faster, personalized, and more human conversations, as well as the ability to solve more complex cases. Now, customers can speak naturally with an adaptable, 24/7 AI Agent for voice and resolve issues autonomously, only escalating to talk to a human as needed.
“Our data shows that phone is still the preferred channel for customer service, especially regarding nuanced problems; however, voice is the most expensive channel to staff and manage amidst a reality of rising call volumes,” said Jon Aniano, Senior Vice President, Product, Zendesk. “With this in mind, we have infused AI throughout the call journey for companies to provide a seamless experience that matches the level of fast and personalized support that customers are used to receiving on other support channels.”
“Using Zendesk voice functionality and reporting has dramatically improved the level of service we’ve been able to provide both internal and external customers, which wouldn’t have been possible with other vendors,” said Michael Mullen, Vice President of Operations at Dunlop Sports.
New voice innovation transforms the automated call experience
With new enhancements to Zendesk voice – upgrades to call monitoring, advanced routing, queue management – human agents can skip repetitive tasks and focus on helping customers with escalations.
Additionally, agent copilot for voice* will provide instant call insights such as customer sentiment and intent, plus quickly surfaces answers from the knowledge base. This allows companies to deliver faster, personalized service to customers who call in with complex issues that require human assistance.
These new voice capabilities allow companies to deliver unified service by:
- Quickly and easily routing, and resolving voice calls, plus reporting on voice metrics – such as call type, answer time, wait time, talk time, abandonment – now on phone alongside all other channels.
- Resolving customer calls with a new 24/7 AI agent for voice, powered by Poly.ai, that can autonomously resolve up to 50% of all calls.
- Providing more accurate resolutions, resolving calls faster and cutting admin time with transcripts and summaries with enhanced Al-assisted support.
- Taking action on churn risks and outliers with improved QA insights from human and AI agent conversations to pinpoint and fix gaps in customer experiences.
With Zendesk, Dunlop Sports’ CSAT score has increased to 95.3%, exceeding the company’s 2023 goal by 5.3%. Additionally, Dunlop Sports’ answer time is 89% faster, averaging just 18 seconds, which has contributed to a 96% improvement in customer abandonment from the previous year.
“Zendesk voice helps us speed up the resolution process and cut down the average handle time of a phone call because we have all the context we need to deliver exceptional service,” said Cody Gaudreau, Customer Experience Manager at Dunlop Sports.
SOURCE: Zendesk