Zendesk extends its leadership in CX through powerful and generative AI offerings
The company is also rolling out features to further secure data and ensure privacy in an AI landscape that is constantly evolving and changing.
Zendesk announced earlier this week that it is taking further steps to extend its leadership in customer experience (CX), using generative AI advances that allow companies to realize immediate business value through improved customer satisfaction, reduced costs and increased customer loyalty.
The new generative AI capabilities in Zendesk allow bots to summarize information from multiple help center articles for more natural conversations with customers. With these Zendesk AI enhancements, agents can resolve requests faster and more consistently with similar tickets. Additionally, administrators can review intent suggestions provided by the AI that address gaps in responses and adjust the bot to be more casual or professional based on the situation and brand profile.
Zendesk AI : As part of the Zendesk AI solution, companies can now deploy generative AI-powered bots that quickly and seamlessly provide answers to customers. In addition, agents, administrators, and managers now have access to more AI tools to customize and improve their CX solutions.
AI for Voice: As part of this next wave of Zendesk AI innovation, agents now have the ability to receive AI-generated conversation summaries and transcripts that capture customer needs, increasing productivity and reducing costs.
Advanced data privacy and protection: Companies now have access to advanced safeguards and controls to manage customer data and ensure that the generative AI is safely deployed.
- Constant AI innovation is the new reality for CX leaders. But while this promising technology opens up incredible opportunities, it also increases the pressure to implement rapidly evolving capabilities in a timely manner and deliver meaningful business value," said Tom Eggemeier, CEO, Zendesk.
- Zendesk is the best partner for businesses during this disruptive time. We offer a powerful combination of deep CX and AI experience to provide capabilities that allow CX teams to become more efficient and empathetic. This improves customer and employee satisfaction and delivers cost efficiencies and revenue growth," he continues.
Here you can watch a comprehensive showcase video which summarizes Zendesk's latest features and innovations in generative AI.