CX leader launches AI agents, agent copilot, and AI-powered Workforce Engagement Management (WEM) to power exceptional service
Zendesk integrates AI into its products to simplify and enhance the customer experience. The platform automates support requests, leading to a three-fold increase in immediate resolutions and a 30% decrease in resolution times. Zendesk AI is lauded for its contribution to agent productivity, with a reported 10% improvement.
- Testimonials from Ingram Micro: Alicia Monroe, Regional CIO at Ingram Micro, highlights the increased productivity and operational optimization achieved through Zendesk AI. The platform enables associates to focus on high-value activities, driving improved customer experiences and business outcomes.
- Next-Generation AI Agents and Agent Copilot: Zendesk introduces AI agents capable of autonomously resolving customer inquiries and Agent copilot, a proactive guide that assists human agents in streamlining workflows and anticipating customer needs.
- AI-Powered Workforce Management (WFM) and Quality Assurance (QA): New capabilities in WFM and QA enable businesses to anticipate and act on customer needs effectively. Predictive workforce tools and Voice QA enhance agent performance and coaching, leading to improved customer satisfaction.
- Emphasis on Trust and Control: Zendesk prioritizes trust and control, offering businesses complete control over their AI deployments and implementing rigorous safeguards for compliance with security and privacy regulations. New features empower customers to identify and redact personal information securely.
Zendesk’s unveiling of its AI-powered service solution at the Relate global conference marks a significant advancement in customer service technology. With a focus on enhancing customer experiences, streamlining workflows, and ensuring compliance, Zendesk AI represents a transformative shift in how businesses engage with their customers in the AI era.
