Zendesk AI - Intelligent CX
Zendesk has recently released the first iteration of its new AI solution - Zendesk AI, which is unique in that it has been built with a focus on customer service and CX. It is also fully integrated into the core of the Zendesk platform and is, in its basic form, available to all customers at no extra cost.
This will be seen mainly through greatly improved and context-based search results, agent suggestions for macros and quick answers, chat-bot and flow-builder, content cueues etc.
Based on Open AI
For its new AI initiative, Zendesk has entered into a strategic collaboration with Open AI, which, among other things, is behind the biggest talk of the year - ChatGPT. This collaboration has made it possible to launch new value-creating AI functions that utilize the power of Zendesk's proprietary basic models and data sources with OpenAl's functionality.
Advanced AI
On top of the basic functionality, they also release the "Zendesk Advanced AI" add-on which adds brand new functionality around customer interactions, agent assistance with routing and customer contextual insights and reporting capabilities.
Advanced Bots
Enhanced experience for chat and email. Uses pre-trained bot models and can customize automatic responses based on intent, language and emotion.Intelligent Triage
Automated evaluation, prioritization and assignment of cases based on intent, language and tone (positive/negative).
Intelligence Context Panel
A new panel section showing current valuation from Zendesk AI, as well as suggesting appropriate solutions.Suggestions for new Macros (admin)
Provides suggestions for new optimal macros to add for administrators based on previous agent interactions and case resolutions in the current instance.
According to Zendesk's own research, Advanced AI can increase the resolution rate of a bot by up to three times, compared to the basic version.
Upcoming features
This is the first iteration of Zendesk AI and Advanced AI. But Zendesk Roadmap obviously contains much more that will be released in the near future. For example:
Admin Home
An overview panel of the current state of the system, with notifications of situations and deviations from the norm.
Automated Workforce Management
Assignment to the right resource at the right time, based on skill and capacity.AI-generated articles
Zendesk AI suggests knowledge articles based on case content, solutions and existing articles.AI-generated Layout Builder
Automatically customize forms so that smart features are available when you need them and where you are, for faster access to information and features that provide value in the context of what you're working on.
